IT Field Services Technician

Empower Pharmacy•Houston, TX

8h•Onsite

About The Position

The IT Field Services Technician maintains reliable onsite technology supporting Empower Pharmacy’s pharmacy and manufacturing teams in a rapidly growing, highly regulated 503A/503B environment. This individual contributor provides direct onsite support, resolves complex endpoint and peripheral issues, deploys and configures equipment, and assists with user access, connectivity, and day-to-day technology needs. The technician owns assigned tickets from diagnosis through resolution and works independently while coordinating with IT colleagues, communicating clearly with employees, and following site safety procedures. The role helps reduce downtime, improve service quality, and support consistent productivity while identifying practical improvements to onsite support.

Requirements

5–7 years of progressive, hands-on IT support experience, including independent onsite troubleshooting of complex endpoint and peripheral issues.
Demonstrated experience deploying, configuring, and maintaining computers, printers, and related equipment while supporting user access, connectivity, and operational continuity.
Proficiency with Microsoft operating systems, hardware diagnostics, and network troubleshooting.
Knowledge of equipment deployment, software upgrades, hardware inventory practices, user account administration, password management, and antivirus protection.
Ability to prioritize service tickets by operational impact, document diagnostic findings accurately, and coordinate escalations through resolution.
Clear communication and practical training skills for guiding employees through business applications, supporting onboarding, and confirming understanding of technical solutions.

Nice To Haves

Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience demonstrating relevant technical expertise.
Relevant technical certifications, such as CompTIA A+, demonstrating foundational knowledge of hardware, software, networking, and technical troubleshooting.

Responsibilities

Independently diagnose and resolve complex endpoint, peripheral, Microsoft operating system, and connectivity issues.
Prioritize service requests by operational impact, document troubleshooting and resolutions accurately, and provide status updates through ticket closure.
Coordinate escalations with users and IT colleagues, share diagnostic findings, and confirm service restoration.
Install, configure, deploy, troubleshoot, and replace Windows workstations, laptops, MacBooks, and peripherals using established processes.
Support Active Directory domain connectivity, endpoint enrollment, software installation, and device configuration in accordance with IT standards.
Maintain inventory records for printers, network peripherals, and other IT devices, and ensure assets are recovered when employees separate.
Troubleshoot user authentication, account access, and connectivity issues; perform authorized password resets and account support within approved permissions and procedures.
Provide hands-on support for onsite network connectivity, cabling, workstations, printers, scanners, and physical security system endpoints.
Coordinate infrastructure issues with IT, Facilities, and Security teams.
Assist with connectivity, configuration, and troubleshooting of IT-connected pharmacy, manufacturing, laboratory, and validation equipment in coordination with application owners, vendors, and operational teams.
Follow applicable change-control, GMP, site safety, and IT security procedures.
Prepare devices and access for employee onboarding and guide employees in using business applications.
Review recurring support issues, prepare operational reports, and recommend improvements that reduce repeat incidents and improve service consistency.