IT Field Services Technician

Empower Pharmacy•Houston, TX

5d•Onsite

About The Position

The IT Field Services Technician maintains reliable onsite technology that enables Empower’s pharmacy and manufacturing teams to operate effectively in a highly regulated, fast-growing 503A/503B environment. This individual contributor provides direct onsite support, resolves complex endpoint and peripheral issues, deploys and configures equipment, and supports user access, connectivity, and day-to-day technology needs. The technician owns assigned tickets from diagnosis through resolution and works with IT colleagues while following site safety procedures to reduce downtime, strengthen service quality, and support productivity. The role supports Windows workstations, laptops, Macbooks, peripherals, printers, scanners, network connectivity, physical security system endpoints, and IT-connected pharmacy, manufacturing, laboratory, and validation equipment. It also involves ticket prioritization and documentation, asset inventory, authorized account and password support, employee onboarding and guidance, and recommending practical improvements to onsite support processes. Work must follow applicable IT security, change-control, GMP, and site safety procedures.

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 in Microsoft operating systems, hardware diagnostics, and network troubleshooting for endpoint, peripheral, software, and connectivity issues.
Knowledge of equipment deployment, software upgrades, hardware inventory practices, user account administration, password management, and antivirus protection in onsite support environments.
Ability to prioritize service tickets by operational impact, document diagnostic findings accurately, and coordinate escalations with IT colleagues through resolution.
Clear communication and practical training skills to guide employees through business applications, support onboarding, and confirm 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

Diagnose and resolve complex endpoint, peripheral, Microsoft operating system, and connectivity issues to restore onsite technology access.
Prioritize service requests according to operational impact, accurately document troubleshooting and resolutions, and provide status updates through ticket closure.
Coordinate with users and IT colleagues to escalate unresolved issues, share diagnostic findings, and confirm service restoration.
Install, configure, deploy, troubleshoot, and replace Windows workstations, laptops, Macbooks, and other 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-related devices, and ensure assets are recovered when employees separate.
Troubleshoot user authentication, account access, and connectivity issues within approved permissions; perform authorized password resets and account support under established 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 while performing onsite work.
Prepare devices and access for employee onboarding and provide individual guidance on business applications.
Review recurring support issues, prepare operational reports, and recommend process improvements that reduce repeat incidents and strengthen service consistency.