IT Field Services Technician

POSITION OVERVIEW:

The IT Field Services Technician maintains reliable onsite technology that enables Empower's pharmacy and manufacturing teams to operate effectively in a hyper-growth, highly regulated 503A/503B environment. This individual contributor must be customer-focused and comfortable providing direct onsite and resolves complex endpoint and peripheral issues, deploys and configures equipment, and supports user access, connectivity, and day-to-day technology needs. The role owns assigned tickets from diagnosis through resolution. Success requires strong technical troubleshooting skills, independent problem solving, sound judgment, attention to detail, and the ability to adapt to evolving operational By coordinating with IT colleagues, communicating clearly with employees, and following established site safety procedures, the technician reduces downtime, strengthens service quality, and supports consistent productivity while identifying practical improvements that help onsite support scale with Empower's continued growth.

RESPONSIBILITIES:

Onsite Support and Service Delivery

• Incident Resolution: Diagnose and resolve complex endpoint, peripheral, Microsoft operating system, and connectivity issues independently to restore reliable onsite technology access.
• Ticket Management: Prioritize service requests by operational impact, document troubleshooting and resolutions accurately, and maintain clear status updates through ticket closure.
• Issue Escalation: Coordinate with users and IT colleagues to escalate unresolved issues, share diagnostic findings, and confirm service restoration following corrective actions.

Equipment and Access Support

• Equipment Deployment: Install, configure, deploy, troubleshoot, and replace Windows workstations, laptops, Macbooks and other peripherals using established deployment processes. Support Active Directory domain connectivity, endpoint enrollment, software installation, and device configuration in accordance with IT standards. 
• Asset Inventory: Maintain the inventory tracking system for printers, network peripherals, and other IT related devices. Ensure all assets are recovered upon employee separation.
• Access Administration: Troubleshoot user authentication, account access and connectivity issues within approved access permissions. Perform authorized password resets and account support activities in accordance with established identity and access management procedures.
• Site Infrastructure: Provide hands-on technical support for onsite network connectivity, cabling, workstations, printers, scanners, and physical security system endpoints. Coordinate infrastructure-related issues with the appropriate IT, Facilities, and Security Teams.
• Specialized Equipment Support: Assist with the 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, and site safety procedures.

Employee Support and Operational Discipline

• Employee Enablement: Prepare devices and access for employee onboarding and provide individual guidance on business applications to improve productivity and user confidence.
• Process Improvement: Review recurring support issues, prepare operational reports, and recommend practical process improvements that reduce repeat incidents and strengthen service consistency.
• Safe Execution: Follow established site safety and IT security procedures during onsite work, protecting equipment, user information, and pharmacy and manufacturing operations.

KNOWLEDGE AND SKILLS:

• Proficiency in Microsoft operating systems, hardware diagnostics, and network troubleshooting to resolve complex 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.

EXPERIENCE AND QUALIFICATIONS:

• 5 - 7 years of progressive, hands-on IT support experience, including independent onsite troubleshooting of complex endpoint and peripheral issues is required.
• Demonstrated experience deploying, configuring, and maintaining computers, printers, and related equipment while supporting user access, connectivity, and operational continuity required.
• A bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience demonstrating relevant technical expertise preferred.
• Relevant technical certifications, such as CompTIA A+, that demonstrate foundational knowledge of hardware, software, networking, and technical troubleshooting is preferred.