Specialist, IT – GxP Technical Support

Rocket Pharmaceuticals•Cranbury, NJ

1d•$54,000 - $72,000•Hybrid

About The Position

We are seeking a motivated, detail-oriented Specialist, IT – GxP Technical Support to provide first level helpdesk support for GxP-regulated and business-critical systems. This role supports end users while helping maintain a secure, compliant, and audit-ready IT environment. The Specialist, IT – GxP Technical Support is responsible for troubleshooting incidents, fulfilling service requests, supporting identity and access management, and documenting work in accordance with approved procedures, change control requirements, validation expectations, and applicable regulatory standards. The position works closely with Quality Assurance (QA), Computer System Validation (CSV), Infrastructure, Security, Business System Owners, and vendors to ensure that regulated systems remain secure, compliant, and operational.

Requirements

Bachelor’s Degree in Information Technology, Computer Science, Engineering, Life Sciences, or related discipline preferred; equivalent education and experience will be considered.
1-3 years of experience supporting IT systems within a pharmaceutical, biotechnology, medical device, or other regulated environment.
Experience supporting GxP-regulated applications, systems, equipment, or processes.
Experience supporting Windows 10/11, macOS, Microsoft 365, and enterprise endpoint technologies.
Experience with user lifecycle management, access provisioning, SSO, MFA, and identity platforms such as Okta, Active Directory, and Microsoft Entra ID.
Understanding of change management, incident management, deviation management, and CAPA processes within regulated environments.
Excellent written and verbal communication skills with the ability to interact effectively with technical and non-technical users.
Demonstrated ability to manage multiple priorities while maintaining a high degree of accuracy, documentation quality, and compliance.
Strong customer service orientation with a focus on responsiveness, professionalism, and clear communication.
Ownership and accountability for tickets, tasks, and issues through complete resolution.

Nice To Haves

Experience supporting laboratory instruments, manufacturing systems, quality systems, or validated software applications is highly desirable.

Responsibilities

Provide Tier 1+ support for GxP and non-GxP systems, endpoint devices, business applications, and user access issues.
Troubleshoot and resolve incidents affecting GxP-regulated applications, laboratory systems, quality systems, manufacturing systems, and supporting infrastructure.
Manage incidents and service requests through ServiceNow, ensuring accurate documentation, classification, prioritization, escalation, and closure in accordance with SLAs and GxP procedures.
Perform user provisioning, deprovisioning, and access modifications for GxP systems in accordance with approved access management procedures and segregation of duties expectations.
Support Identity and Access Management platforms including Okta, Active Directory, and Microsoft Entra ID, including SSO and MFA troubleshooting.
Assist with onboarding, offboarding, and role changes while ensuring appropriate approvals and audit trail documentation are maintained.
Support Windows, macOS, mobile devices, Microsoft 365, and endpoint management platforms within regulated and non-regulated environments.
Escalate GxP incidents to QA, CSV, Infrastructure, Security, System Owners, or vendors as required based on severity, risk, and potential regulatory impact.
Maintain accurate IT asset inventory records and lifecycle documentation for regulated systems and endpoints.
Create, update, and maintain SOPs, work instructions, knowledge base articles, and controlled support documentation.
Support internal and external audits by providing documentation, evidence, ticket history, and system support records as required.