Help Desk Analyst II

Our purpose is to bring hope to life by enabling life-changing therapies for patients around the globe, creating a healthier and happier tomorrow. Our mission is to work side by side with our customers in order to improve patients’ lives by bringing new biopharmaceuticals to market.

JOB SUMMARY

As an IT Helpdesk Analyst, you will play a crucial role in providing technical support to our internal users. You will be responsible for diagnosing and resolving hardware and software issues, assisting with system installations and upgrades, and ensuring the smooth operation of our IT infrastructure. The ideal candidate should have excellent communication skills, a strong technical aptitude, and a passion for delivering exceptional customer service.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES

• Provide first-level technical support to end-users via phone, email, and in person.
• Diagnose and resolve hardware and software issues in a timely manner.
• Collaborate with other IT team members to escalate and resolve complex technical problems.
• Install, configure, and maintain computer systems and software.
• Assist with network troubleshooting and connectivity issues.
• Maintain accurate and up-to-date documentation of support activities and solutions.
• Train end-users on the proper use of hardware and software applications.
• Collaborate with other departments to ensure IT-related needs are met.

QUALIFICATIONS
Required:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Proven experience as an IT Helpdesk Analyst or in a similar role.
• Strong knowledge of Microsoft Windows and Office applications.
• Experience with ticketing systems and remote support tools.
• Familiarity with basic networking concepts and protocols.
• Excellent problem-solving and communication skills.
• Customer-focus with a commitment to providing exceptional support.
• Ability to work independently and collaboratively in a fast-paced environment.
• Excellent written and verbal communication skills in English
• Ability to manage small projects as assigned
• Ability to adapt to changing business needs and assignments as required

Preferred:

• IT certifications such as ITIL, CompTIA A+, Network+, or Microsoft Certified Professional (MCP).
• Knowledge of cloud computing platforms (e.g., Microsoft Azure, AWS).
• Familiarity with IT security best practices.

WHAT WE OFFER

• Dynamic Environment: Thrive in a fast-paced, multicultural, and collaborative workplace.
• Focused Training: Receive tailored training on diverse systems to ensure readiness.
• Continuous Development: Access ongoing professional growth opportunities.
• Career Advancement: Chart your path with mentorship and promotional prospects.
• Collaborative Projects: Contribute to various IT projects, broadening your expertise.

Our culture at AGC Biologics is defined by the six core values: Knowledge, Trust, Quality, Ingenuity, Accountability and Teamwork. Our core values stem from our team members and are embedded into our DNA. They provide a common language and understanding of how we as an organization are connected across three continents. Our core values serve as a compass and reminder of how we achieve our purpose of bringing hope to life for patients around the globe.

AGC Biologics is a leading global biopharmaceutical Contract Development and Manufacturing Organization (CDMO) with a strong commitment to delivering the highest standard of service as we work side-by-side with our clients and partners, every step of the way. We provide world-class development and manufacture of mammalian and microbial-based therapeutic proteins, plasmid DNA (pDNA), messenger RNA (mRNA), viral vectors, and genetically engineered cells. Our global network spans the U.S., Europe, and Asia, with cGMP-compliant facilities in Seattle, Washington; Boulder and Longmont, Colorado; Copenhagen, Denmark; Heidelberg, Germany; Milan, Italy; and Chiba, Japan. We currently employ more than 2,500 employees worldwide. Our commitment to continuous innovation fosters the technical creativity to solve our clients’ most complex challenges, including specialization in fast-track projects and rare diseases. AGC Biologics is the partner of choice. To learn more, visit www.agcbio.com. Want to keep posted about our growth and learn more about our company? Follow us on LinkedIn and give us a quick Like on Facebook!

AGC Biologics offers a highly competitive compensation package and a friendly, collaborative culture that values personal initiative and professional achievement. AGC Biologics is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Location: Copenhagen Site