Sr. Technical Support Analyst (Level 2/3) at Lucas Group

Job Description:

Latest job information from Lucas Group for the position of Sr. Technical Support Analyst (Level 2/3). If the Sr. Technical Support Analyst (Level 2/3) vacancy in Bloomington, IN matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.

Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at Lucas Group for the position of Sr. Technical Support Analyst (Level 2/3) below matches your qualifications.

Title: Sr. Technical Support Analyst (Level 2/3) 

Location: Bloomington, IN (Onsite)

Client Industry: Pharmaceutical Manufacturing 

Compensation: $40 - $50/hr. (Contract-to-Hire)

We have partnered with our client in their search for a Sr. Technical Support Analyst (Level 2/3). The Sr. Technical Support Analyst is the on-site escalation point for complex Level 2/3 issues, balancing day-to-day service restoration with upgrades, software rollouts, and continuous improvement. The role partners closely with network, security, infrastructure, operational technology (OT), lab systems, and external vendors, while providing VIP/white-glove support. Success in this role requires strong technical leadership, advanced troubleshooting, and effective cross-functional collaboration to ensure seamless user experiences and foster a culture of innovation and knowledge sharing.

Responsibilities

• Serve as the Level 2/3 escalation for complex hardware, software, networking, and application issues
• Provide VIP/white-glove support and manage major incidents to minimize disruption, including Microsoft Teams Rooms, live events, and audio/visual conferencing
• Lead and coordinate medium-to-large upgrades, migrations, and software rollouts; define plans, milestones, and deliverables aligned to business and compliance needs
• Govern Incident, Problem, and Change processes in ServiceNow (or similar Information Technology Service Management, ITSM) and create self-service knowledge articles
• Monitor ticket queues and dashboards, prioritize escalations, and ensure SLAs and regulatory requirements (Good Manufacturing Practice, GMP; 21 CFR Part 11) are met
• Manage and optimize desktop and endpoint infrastructure using Microsoft Intune (MDM); enforce device compliance and security across endpoints, OT, and lab systems
• Analyze trends and support feedback to drive continuous service improvements; prepare metrics and recommendations for leadership
• Coach Tech Analysts and collaborate with network, security, infrastructure, OT, lab systems, and offshore partners/vendors to resolve issues and deliver enhancements

Skills Required

• Advanced expertise with Windows 10/11, Microsoft 365, secure print, and enterprise telephony
• Hands-on experience with Microsoft Intune (MDM) for device enrollment, compliance, and policy management
• Proficiency with ServiceNow (or similar ITSM) across Incident, Problem, and Change, including reporting and dashboards
• Working knowledge of LAN/WAN, firewalls, VPNs, and cybersecurity fundamentals; able to coordinate with specialists for advanced issues
• Experience delivering VIP/white-glove support and supporting Microsoft Teams Rooms and AV (audio/visual) conferencing
• Ability to translate ticket trends and user feedback into improvement proposals, self-service content, and knowledge articles
• Demonstrated project coordination skills for upgrades and migrations in regulated environments
• Clear, empathetic communication with executives, cross-functional teams, and external vendors/partners
• Ability to mentor junior analysts and contribute to a culture of documentation and knowledge sharing
• Willingness to participate in a 24/7 on-call rotation and work on-site in a regulated pharmaceutical/manufacturing setting

Education & Work Experience

• Relevant degree in information technology, computer science, or equivalent experience
• 3-5+ years in enterprise end-user support with Level 2/3 troubleshooting and project coordination
• Experience in regulated industries (e.g., pharmaceutical/biotech) with GMP and 21 CFR Part 11 exposure preferred

Ref ID 

Job Info:

• Company: Lucas Group
• Position: Sr. Technical Support Analyst (Level 2/3)
• Work Location: Bloomington, IN
• Country: US

How to Submit an Application:

After reading and understanding the criteria and minimum qualification requirements explained in the job information Sr. Technical Support Analyst (Level 2/3) at the office Bloomington, IN above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.