IT Support Specialist

AP MAX INC•Houston, TX

6d•$52,000 - $75,000•Onsite

About The Position

Allia Health Group is seeking an IT Support Specialist to provide front-line and hands-on support for roughly 75 on-site administrative employees and the Southend Pharmacy production floor. This role is critical as high-speed vial printers, label verification, and barcode scanning are essential for order fulfillment, and downtime has immediate consequences. A working knowledge of LifeFile and other pharmacy platforms is required.

Requirements

High school diploma or equivalent required. Associate's degree or technical certificate in information technology preferred. Equivalent hands-on experience is accepted.
3+ years in desktop, endpoint, or field support experience.
Hands-on hardware repair and maintenance, including printers — diagnosing and resolving issues at the device level.
Endpoint provisioning through an imaging or device management platform, including verifying security agent installation.
Experience working in a ticketing system against defined response and resolution targets.
Experience supporting non-technical staff in person.

Nice To Haves

Experience supporting a production, clinical, warehouse, or manufacturing environment where equipment downtime halts operations.
Experience with specialized printing hardware (label, barcode, thermal, or industrial printers like Zebra, Sato, Brother, Datamax).
Experience with barcode scanners, verification stations, or handheld mobile devices in a production setting.
Experience supporting an industry-specific platform such as an EHR, dispensing system, warehouse management system, or laboratory system.
Experience with hardware asset tracking, including chain-of-custody records and spare stock management.
Experience writing knowledge base articles or step-by-step procedures.

Responsibilities

Maintain high-speed vial printers, label printers, barcode scanners, and verification stations, treating print failures during production as production-down issues.
Keep spare units and consumables stocked for all production-critical device types to enable quick replacement of failed devices.
Resolve LifeFile issues at the workstation and user level, including session problems, print path failures, scanner mapping, and local configuration, escalating configuration-side issues as needed.
Image, enroll, and deploy laptops, desktops, and mobile devices through MDM, ensuring MDR agent installation and security baseline compliance.
Follow USP 797 and 800 gowning and access requirements when servicing equipment in compounding areas, scheduling work to avoid interrupting active production.
Complete day-one setup for new employees and same-day device collection and wiping for offboarding.
Provide first-touch response to service desk tickets within defined SLAs, with production-critical tickets having a separate priority path.
Handle MFA enrollment, hardware token issuance, and account recovery following documented identity-verification procedures.
Maintain accurate hardware inventory, stockroom levels, and chain-of-custody documentation for audit purposes.
Document resolutions in the knowledge base to support automated Tier 1 resolution and reduce repeat ticket volume.
Write and maintain step-by-step runbooks for critical recovery procedures to enable colleagues to restore service.
Identify and escalate potential security events to the IT Operations Lead immediately.
Participate in an on-call rotation for production-critical events outside standard hours.