Technical Support Technician Jobs in North Carolina

INTRODUCTION

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.

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

BASIC QUALIFICATIONS

• 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
• 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
• 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

QUALIFICATIONS

Associate’s degree in Information Technology, Computer Information Systems, Computer Science, or related field preferred; bachelor’s degree also considered. Experience providing IT support in a regulated GMP/GxP, pharmaceutical, biotech, manufacturing, or CDMO environment is strongly preferred. Equivalent combination of education, technical training, certifications, and relevant experience may be accepted.