Technician, IT Support

Sagent Pharmaceuticals, founded in 2006, was built to focus on customer needs. At Sagent, we believe that excellence is our standard, our motivation, and our guide. We believe the measure of success is determined by our customers, as we are a customer-focused company, delivering an extensive portfolio of injectable products and fulfilling the evolving needs of the patients we serve through our unique network of global resources. Sagent is seeking an IT Helpdesk Technician. The IT Helpdesk Technician provides first- and second-level technical support to Sagent US employees and serves as a key backup for day-to-day helpdesk coverage. The role ensures timely resolution of user issues, reliable onboarding and offboarding, and consistent support for employee devices, collaboration tools, access requests, and core IT services. This is a hands-on, customer-facing role requiring strong ownership, clear communication, sound judgment, and comfort working in a regulated pharmaceutical environment. This is a hybrid position reporting into our Schaumburg, IL office, requiring 3 days per week in the office.

Success in the role is measured on:

• Reliable support coverage and continuity
• Timely ticket response, resolution, escalation, and communication.
• Smooth onboarding/offboarding with complete device and access readiness.
• Accurate IT assets and access records.
• Fewer recurring user issues through good documentation and root-cause follow-up.
• Consistent adherence to security, change-control, and regulated-environment requirements.

Key Duties & Responsibilities:

• Serve as a primary point of contact for IT incidents, service requests, and user support through the IT helpdesk.
• Log, prioritize, troubleshoot, resolve, document, and appropriately escalate support tickets.
• Provide onsite and remote support for Windows laptops, monitors, printers, mobile devices, peripherals, conferencing equipment, and standard software.
• Provision, configure, deploy, replace, and recover employee devices; maintain accurate asset and inventory records.
• Support employee onboarding, role changes, and offboarding, including equipment readiness, account/access coordination, and timely deprovisioning.
• Administer routine approved user access and group membership in Microsoft 365, Entra ID/Active Directory, and business applications.
• Support Microsoft 365 tools including Outlook, Teams, OneDrive, SharePoint, and related collaboration services.
• Support endpoint-management, remote-support, service-desk, identity, and device-security tools used by Sagent.
• Maintain clear ticket notes, end-user communications, knowledge articles, and documentation for recurring issues.
• Coordinate with internal IT colleagues, managed-service providers, application vendors, and US/India teams to resolve incidents and complete requests.
• Identify recurring support issues and recommend practical improvements.
• Follow Sagent IT policies, security requirements, change-control procedures, and documentation expectations.
• Participate in occasional after-hours maintenance or urgent support coverage as needed.
• Working knowledge of Microsoft Active Directory, including user account administration, DNS, DHCP, and related services.
• Experience supporting Microsoft 365 applications and services, with familiarity in virtual server environments and basic system administration.
• Strong troubleshooting, problem-solving, customer service, and communication skills.

Minimum Qualifications / Experience:

• Associate degree in IT/computer technology or equivalent practical experience.
• 3+ years of hands-on IT helpdesk, desktop-support, or technical-support experience.
• Strong practical experience supporting Windows devices, Microsoft 365, printers/peripherals, mobile devices, and remote users.
• Experience administering user accounts and groups in Entra ID/Active Directory and Microsoft 365.
• Experience working with an IT service-management/helpdesk platform.
• Strong troubleshooting, prioritization, customer-service, written-communication, and documentation skills.
• Ability to work independently while escalating security issues, risks, and unresolved incidents promptly.

Preferred Qualifications

• Experience in pharmaceutical, life sciences, manufacturing, or another regulated environment.
• Familiarity with ManageEngine ServiceDesk Plus and endpoint-management tools.
• Experience with Intune, Okta, Citrix, Teams Rooms, or mobile-device management.
• Microsoft certifications such as MS-900, MD-102, or equivalent practical experience.

Sagent Pharmaceuticals is an EEO/AA employer. We are committed to creating a diverse and inclusive workplace and do not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local laws.