IT Support Specialist

Paladin Consulting is currently hiring an IT Support Specialist to join our team working onsite at our client's office located in Westlake, TX.

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Job Title: IT Support Specialist
Work Location: Westlake, TX
Education/Experience Required: Bachelor's degree is required (Information Systems, Computer Science, Engineering, or related field). Advanced degree preferred; 4–8 years of experience in IT support

Job Description :

• 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.

Responsibilities :

1. Core Functional Responsibilities:

• 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 & Qualifications :

Technical Skills:

• 4–8 years of experience in IT support.
• Familiarity with:
  • 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.

Professional Skills:

• Strong customer service mindset and communication skills.
• Effective documentation and follow-through.
• Ability to work independently and escalate complex issues appropriately.

Regulatory / 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). Advanced degree preferred.

Preferred Qualifications:

• Experience supporting IT systems within pharmaceutical, biotech, or manufacturing environments.
• Exposure to R&D, warehouse, and production support scenarios.

For more information or to view other opportunities, visit us at

Paladin Consulting is an EEOC employer.