IT Support Specialist

2 weeks ago

Houston, United States Wells Pharma of Houston Full time

Job Summary:
We are seeking a skilled IT Support professional to join our team. The Information Technology Support Specialist performs analytical, technical, and administrative work in the planning and installation of new and existing personal devices and workstations; diagnoses and resolves problems in response to customer reported incidents; confers with end users to determine types of hardware and software required; installs new hardware and software and maintains existing components; train end users in the use of equipment and software; performs general maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment located throughout the organization; prepares progress reports for all work performed; evaluates products for compatibility, expandability, and ease of use and support; recommends to management the support or nonsupport of evaluated products. _Duties are performed at various levels within the defined title._

Essential duties and responsibilities
- Knowledge of 21 CFR Part 11, as it relates to the pharmaceutical industry.
- Knowledge of computer software validation
- Provide advanced customer service and technical support to end-users for hardware and software.
- Analyze, research, and resolve complex end-user escalation incidents or issues and troubleshooting from other IT support staff; escalate as necessary.
- Install, configure, and test installed hardware and software on new or existing devices, in accordance with standard procedures.
- Provide guidance and explain policies and procedures to IT support staff and end
- users.
- The IT Support Specialist will generally track all instances of support by creating IT tickets using ticket-tracking software. They will update the status of each ticket as they successfully assist each user with their issues. Their assistance may be conducted in person for internal users or on the phone when assisting external users.
- Train customers on new devices and technologies
- Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution.
- Implement security policies and protocols to prevent cyber security risk.
- Review, update, and maintain documentation to ensure internal processes and

procedures, workflows, and training manuals are current.
- Review and evaluate new hardware and software products; recommend the implementation of new products.
- Replace equipment that has reached the end of its warranty or lifecycle.
- Create, track, and maintain reports and provide updates to management.
- Assist in tracking and maintaining hardware and software inventory; interact with vendors.
- May monitor infrastructure issues and resolve or escalate to higher levels of support.
- May mentor, train, and direct the work of other staff members and/or student workers.
- Other duties may be assigned.

EDUCATION AND/OR EXPERIENCE:
4+ years related experience with an associate degree or higher level of education in computers.
- Or an equivalent combination of education and experience_

Pay: $60,000.00 - $70,000.00 per year

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Paid time off
- Vision insurance

Schedule:

- Monday to Friday
- Weekends as needed

Application Question(s):

- Do you have knowledge of computer software validation?
- Do you have knowledge of 21 CFR Part 11, as it relates to the pharmaceutical industry?

Work Location: In person

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