IT Service Delivery, Analyst

Position Summary

Full-time salaried position onsite at our Madison, WI location. The IT Service Delivery Technician will provide direct technical end‑user support, addressing hardware, software, and first‑level network issues. They will ensure end‑user compute equipment supplies meet business needs and request additional IT hardware as required, supporting a state‑of‑the‑art facility with expanded mammalian cell line engineering and biomanufacturing capabilities.

• Analyze system requirements and business processes to assist in the design and implementation of IT solutions.
• Work closely with stakeholders to understand their needs and translate them into technical specifications.
• Participate in testing and deployment of new systems, ensuring they meet organizational needs.
• Provide first‑level technical support to end‑users facing issues with hardware, software, or network services.
• Install, configure, and maintain IT equipment and software to ensure operational efficiency.
• Assist in troubleshooting and resolving technical problems, escalating more complex issues to higher‑level staff.
• Maintain records of issues and resolutions for future reference and improvement of IT support processes.
• Understand basic user technology issues and provide solutions based on proven methods.
• Travel up to 10% annually as needed.

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum four years of direct technical support experience.
• Relevant certifications are advantageous, e.g., CompTIA A+, Network+, Microsoft Certified Professional (MCP) or Microsoft Certified Systems Engineer (MCSE).
• Ability to sit, stand, walk regularly, and occasionally lift 0–15 pounds.

• Defined career path with annual performance review and feedback.
• 152 hours of PTO + 8 paid holidays.
• Employee Resource Groups focused on diversity and inclusion.
• Generous 401(k) match.
• Comprehensive medical, dental, and vision benefits effective day one.
• Tuition reimbursement.
• Well Hub wellness program.

Catalent is an Equal Opportunity Employer, including disability and veterans.