Technical Support Specialist

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)