Technical Support Specialist

ICON plc • Lenexa, KS

10d • Onsite

About The Position

ICON is a global healthcare intelligence and clinical research organisation united by a mission to bring new medicines and treatments to தேதிents faster. As a values-driven organisation, integrity, collaboration, agility, and inclusion are at the heart of how we work and interact with each other, customers, patients and suppliers. We’re actively seeking a Technical Support Professional to organize and coordinate technical tasks required to support laboratory personnel at ICON’s Lenexa, Kansas (KS) location. A successful Technical Support Specialist will ensure operational issues are visible, assigned, prioritized, and closed. Technical Support Specialist helps the site reduce missed actions, improve readiness, support laboratory staff, and allow scientific leaders to stay focused on quality, delivery, clients, and furthering groundbreaking clinical research.

Requirements

• Strong organization and follow-up skills
• Ability to prioritize issues and communicate status clearly
• Willingness to support occasional overnight freezer/refrigerator alarm response when required
• Comfort working with support systems, trackers, email, Teams, and Microsoft Office tools
• Good judgment for escalating urgent or high-risk issues
• Ability to work professionally with scientists, managers, vendors, and support departments
• Commitment to safety, quality, clients, and operational excellence

Nice To Haves

• Associate or bachelor’s degree in science, operations, technology, business, or related field
• 1–3 years of technical support, operations, laboratory, facilities, maintenance, logistics, or clinical research experience, or equivalent operational coordination experience
• Experience with ticket systems, temperature monitoring systems, equipment tracking, incident response, or regulated documentation

Responsibilities

• Coordinate and track IT, Metrology, and Facilities prioritization, status tracking, and communication with affected users
• Coordinate and track Instrument installation, equipment receipt, placement, and laboratory readiness
• Coordinate and track Equipment contract renewal, calibration support, vendor access, and tracking
• Coordinate and track Metrology, Facilities, IT, Procurement, vendor, and REES support issues
• Coordinate and track Equipment moves, storage constraints, and uninstalled equipment
• Coordinate and track Materials, site readiness supplies, lab coats, and employee support needs including delivery of items between sites using company vehicle
• Coordinate and track Client visit, audit, meeting, and site event logistics
• Coordinate and track Support Team coordination and follow-up for support-related activities
• Coordinate and track Site Tracking for all issue, owner, due date, priority, status, risk, and escalation need
• Handle Overnight REES freezer/refrigerator alarm response, excursions, follow-up actions, documentation support, and escalation including occasional overnight response when freezer or refrigerator alarms require timely action

Benefits

• Competitive base salary and performance related incentives
• Health and wellbeing programmes including medical, dental, and vision coverage where applicable
• Retirement and pension plans
• Life assurance and disability coverage
• Employee assistance programmes and wellbeing resources
• Learning and development opportunities through structured training and career pathways

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree