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

1. 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.
2. The role requires strong troubleshooting skills, excellent communication, and the ability to collaborate with global teams responsible for infrastructure, security, and network services.
3. Provide Tier 1–3 support for desktops, laptops, tablets, mobile phones, printers, scanners, warehouse devices, and conference room technology.
4. Configure and support Android/iOS mobile phones, MFA, corporate email, VPN, and device security compliance.
5. Troubleshoot issues related to Windows OS, VPN access, Wi-Fi, printing, performance, and application usage.
6. Assist users with Google Workspace (Gmail, Drive, Docs, Sheets, Groups, limited Admin functions).
7. Support and maintain endpoints with respect to antivirus and security policies.
8. Provide support for Sales and Field teams located across the US and Canada.

2. Cross-Functional Collaboration:

1. Work with global IT teams on HQ-controlled systems related to:
2. Network infrastructure
3. Security controls
4. Identity and access management
5. Support Veeam-based backup/restore requests and basic Nutanix system interactions.
6. Collaborate with QA, R&D, Manufacturing, and Supply Chain teams for regulated (GxP) IT support needs.
7. Support IT purchasing activities including hardware requests and equipment lifecycle processes.

3. Systems, Cloud, and Digital Enablement:

1. Apply working knowledge of:
2. Google Workspace
3. AWS fundamentals
4. Cloud technologies
5. AI (Gemini) for troubleshooting and documentation
6. Image and deploy computers using KACE.
7. Recommend small automation improvements using AI-assisted workflows.

4. Compliance, Security, and Documentation:

1. Follow support processes aligned to GxP, CSV, ITIL, and FDA expectations for regulated pharma environments.
2. Use EasyVista for ticketing, documentation, and asset tracking.
3. Maintain accurate user, device, and software documentation.
4. Assist with audit readiness and ensure traceability of regulated IT activities.

5. Continuous Improvement :

1. Improve documentation, user guides, FAQs, and self-service resources.
2. Analyze recurring support issues and propose corrective actions.
3. Support lifecycle management for IT hardware and accessories.

Skills:

1. Google Workspace
2. AWS fundamentals
3. Cloud technologies
4. AI tools (Gemini)
5. SSO, MFA, Okta
6. Antivirus / endpoint protection tools
7. Veeam
8. Nutanix
9. Nextiva telephony
10. KACE imaging
11. Ticketing systems such as EasyVista
12. Ability to support remote users across the US and Canada.

Operational Knowledge:

1. Awareness of GxP, CSV, ITIL, and FDA expectations for supporting regulated systems.

Education:

1. Bachelor's degree is required (Information Systems, Computer Science, Engineering, or related field)

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