With extensive experience in developing biologics and bioconjugates, we offer a seamless service delivered by fully integrated teams, from early discovery to commercial manufacturing.
Forward-thinking and committed, we find the best solution and use the right technologies to design, develop and manufacture your products to ensure we get vital medicines to patients quickly and safely.
We are dedicated to quality excellence. We are driven to get better treatments to market, efficiently and responsibly by reducing timelines and delivering the highest quality products and services.
We are Abzena. More than a CDMO, we are a responsible and dedicated partner that takes care of your products from concept to patient.
The IT Support Analyst is responsible for delivering high-quality technical support to end users by resolving incidents and service requests across a range of IT systems and applications. This role serves as a key member of the IT Service Desk, providing timely, professional, and customer-focused support while ensuring adherence to established IT processes, security standards, and service-level agreements.
End-User Support & Incident Resolution
Provide Tier 1–2 technical support for hardware, software, and enterprise applications
This role is required to be onsite Monday through Friday during business hours.
Diagnose, troubleshoot, and resolve user-reported issues in a timely manner
Own support tickets end-to-end from intake through resolution and closure
Appropriately escalate complex or high-impact issues while maintaining ownership and communication
Provide onsite IT support for lab and research environments, including shared workstations, instrument PCs, label printers, scanners, and specialized peripherals.
Service Desk Operations
Accurately log, categorize, and update tickets in the IT ticketing system
Adhere to ITIL-aligned incident, request, and change management processes
Meet or exceed established service-level targets and response times
Participate in on-call or after-hours support rotations as required
Documentation & Knowledge Management
Create and maintain clear, concise knowledge base articles and troubleshooting guides
Document solutions, workarounds, and standard procedures to improve team efficiency
Identify recurring issues and propose process or tooling improvements
Collaboration & Projects
Collaborate with internal IT team members and external support partners as needed
Support IT projects such as system upgrades, tool rollouts, endpoint deployments, and process improvements
Assist with site-level and cross-site IT initiatives
Security, Compliance & Best Practices
Follow company IT policies, data protection standards, and security best practices
Support compliance requirements by ensuring consistent, auditable support activities
Maintain GxP awareness in day-to-day support activities by documenting work performed, preserving auditability, and escalating potential compliance impacts to IT leadership and Quality as needed.
Immediately report security incidents or suspected risks in accordance with policy
Technical Skills
Strong working knowledge of Windows and macOS environments
Experience supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
Familiarity with endpoint management, identity management, and access provisioning
Basic networking and troubleshooting knowledge (VPN, Wi‑ Fi, printers, peripherals)
Professional Skills
Strong customer service and communication skills
Ability to manage multiple priorities in a fast-paced environment
Clear documentation and written communication skills
Strong troubleshooting, analytical, and problem-solving abilities
Preferred Qualifications
Experience working in an IT Service Desk or enterprise support environment
Familiarity with ITIL concepts and best practices
Experience supporting remote and hybrid users
Exposure to regulated or compliance-driven environments (e.g., biotech, healthcare, GxP)
Abzena is the leading end-to-end bioconjugate, ADC, and complex biologics CDMO + CRO. From discovery through commercial launch, we support customers with fully integrated programs or individual services designed to de-risk and streamline the development of new treatments for patients in need. With the ability to tailor its strategy and customer experience to each project, Abzena develops and implements innovative solutions that enable biotech and biopharma companies to realize the full potential of their molecule and move medicines forward faster. The company has research, development, and cGMP facilities across locations in San Diego, CA, Bristol, PA, and Cambridge, UK.
