IT Support Specialist
Westlake, TX
Bachelor's degree is required (Information Systems, Computer Science, Engineering, or related field). Advanced degree preferred; 4–8 years of experience in IT support
- The IT Support Specialist provides Tier 1–3 technical support for North America operations, including office, warehouse, manufacturing, R&D, and remote Sales teams located throughout the US and Canada.
- The role requires strong troubleshooting skills, excellent communication, and the ability to collaborate with global teams responsible for infrastructure, security, and network services.
- Provide Tier 1–3 support for desktops, laptops, tablets, mobile phones, printers, scanners, warehouse devices, and conference room technology.
- Configure and support Android/iOS mobile phones, MFA, corporate email, VPN, and device security compliance.
- Troubleshoot issues related to Windows OS, VPN access, Wi-Fi, printing, performance, and application usage.
- Assist users with Google Workspace (Gmail, Drive, Docs, Sheets, Groups, limited Admin functions).
- Support and maintain endpoints with respect to antivirus and security policies.
- Provide support for Sales and Field teams located across the US and Canada.
2. Cross-Functional Collaboration:
- Work with global IT teams on HQ-controlled systems related to:
- Network infrastructure
- Security controls
- Identity and access management
- Support Veeam-based backup/restore requests and basic Nutanix system interactions.
- Collaborate with QA, R&D, Manufacturing, and Supply Chain teams for regulated (GxP) IT support needs.
- Support IT purchasing activities including hardware requests and equipment lifecycle processes.
3. Systems, Cloud, and Digital Enablement:
- Apply working knowledge of:
- Google Workspace
- AWS fundamentals
- Cloud technologies
- AI (Gemini) for troubleshooting and documentation
- Image and deploy computers using KACE.
- Recommend small automation improvements using AI-assisted workflows.
4. Compliance, Security, and Documentation:
- Follow support processes aligned to GxP, CSV, ITIL, and FDA expectations for regulated pharma environments.
- Use EasyVista for ticketing, documentation, and asset tracking.
- Maintain accurate user, device, and software documentation.
- Assist with audit readiness and ensure traceability of regulated IT activities.
5. Continuous Improvement :
- Improve documentation, user guides, FAQs, and self-service resources.
- Analyze recurring support issues and propose corrective actions.
- Support lifecycle management for IT hardware and accessories.
Skills:
- Google Workspace
- AWS fundamentals
- Cloud technologies
- AI tools (Gemini)
- SSO, MFA, Okta
- Antivirus / endpoint protection tools
- Veeam
- Nutanix
- Nextiva telephony
- KACE imaging
- Ticketing systems such as EasyVista
- Ability to support remote users across the US and Canada.
Operational Knowledge:
- Awareness of GxP, CSV, ITIL, and FDA expectations for supporting regulated systems.
Education:
- Bachelor's degree is required (Information Systems, Computer Science, Engineering, or related field)
