IT Field Support Technician

Cambrex•High Point, NC

10d•Onsite

About The Position

The IT Field Support Technician provides on-site technical support for end-user systems, hardware, software, and site-based IT operations in a regulated GMP/CDMO environment. This role serves as a key point of contact for local technology support, helping to maintain reliable, secure, and efficient IT services that enable laboratory, manufacturing, and business functions. The position works closely with site personnel, corporate IT, and external vendors to troubleshoot issues, support standard IT processes, coordinate local needs, and ensure systems and equipment are properly maintained and documented. This role is ideal for a service-oriented IT professional who enjoys hands-on problem solving, working directly with users, and supporting operations in a fast-paced manufacturing setting.

Requirements

Experience supporting Windows 10/11 operating systems, desktop hardware, laptops, printers, scanners, and other end-user peripherals
Familiarity with Microsoft 365 applications and services, including Outlook, Teams, Word, Excel, and OneDrive
Experience with workstation imaging, software installation, patching, and standard desktop deployment practices
Working knowledge of IT service management/ticketing systems such as ServiceNow, TopDesk, or similar tools
Basic knowledge of TCP/IP networking, Wi-Fi connectivity, VPN/remote access tools, and general troubleshooting of network-connected devices
Familiarity with Active Directory, DNS, DHCP, user account administration, password resets, and access provisioning
Experience supporting remote access tools such as TeamViewer or equivalent remote support platforms
Understanding of endpoint security practices, including antivirus/endpoint protection, MFA, and secure access controls
Strong interpersonal, customer service, and communication skills with the ability to support users at all levels of the organization in a fast-paced CDMO environment
Demonstrated ability to manage multiple support requests and competing priorities while driving issues to timely resolution
Strong analytical, problem-solving, and critical thinking skills with attention to detail and documentation accuracy
Experience collaborating with corporate IT, site functions, and third-party vendors to support local business and operational needs
Ability to create, maintain, and follow support documentation, work instructions, and standard procedures

Nice To Haves

Preferred experience supporting IT systems, workstations, or connected devices in laboratory and/or manufacturing environments
Preferred familiarity with GxP concepts, data integrity, and support practices required in regulated pharmaceutical or CDMO operations
Bonus: Exposure to Windows Server, site infrastructure support, or validated systems used in laboratory or manufacturing operations

Responsibilities

Provide on-site desktop and end-user support as needed
Monitor system performance and capacity and escalate or coordinate corrective action as appropriate
Troubleshoot and resolve hardware, software, and system interaction issues across the local site environment
Support standardization of instrumentation, software, and systems across Cambrex where applicable
Create, maintain, and update IT support documentation and work instructions
Coordinate external service providers and vendors to schedule work and support site needs
Support coordination of corporate and local system needs, upgrades, and expansions
Assist with special projects and other site IT initiatives as needed