Technical Support Specialist
12 hours ago
Fort Worth
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., • 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, • Bachelor's degree is required (Information Systems, Computer Science, Engineering, or related field)