Operations Technology Support Specialist

Job Title Operations Technology Support Specialist Job Description The Operations Technology Support Specialist provides full-time, on-site technology operations support in a production environment. In this role, you act as the initial IT and operations technology support point for production‑area technology issues and escalations. You triage incoming support requests, resolve issues whenever possible, document all actions taken, initiate incidents, and escalation unresolved or higher‑risk issues to the appropriate support teams. The position follows a rotating 2‑2‑3 schedule on a 12‑hour shift from 5:45 AM to 6:15 PM and focuses on maintaining reliable technology performance for manufacturing and operational teams. Responsibilities Serve as the initial point of contact for technology issues during assigned 2nd or 3rd shift coverage. Triage incoming issues from manufacturing operations, quality, engineering, and support teams, prioritizing based on urgency and operational impact. Troubleshoot and resolve common hardware, software, connectivity, printing, and access‑related issues for production and production‑adjacent areas. Support mobile carts by performing basic connectivity, power, peripheral, and workstation readiness checks. Support PCs, workstations, and benchtops in operational areas, including login assistance, basic application access, device readiness, and peripheral troubleshooting. Provide first‑level support for Zebra and Lexmark printers, including connectivity checks, print queue management, label issues, toner or ribbon or media jams, and general device readiness. Assist users with passwordless authentication enrollment, login troubleshooting, and basic user access support. Assist with password reset processes, including routing users to approved support channels when required. Provide first‑level support and coordination for DeltaV‑related access or workstation issues, escalating to qualified DeltaV or automation resources when issues fall outside approved first‑level support. Document all issues, actions taken, resolution status, escalation path, and follow‑up needs in the designated ticketing or tracking tool. Escalate unresolved or higher‑risk issues to the correct support team based on issue type, urgency, and operational impact. Communicate clearly with shift leadership and support teams regarding critical issues, problems, or risks to restart readiness. Follow all site procedures, safety requirements, GMP expectations, data integrity standards, and applicable access‑control requirements. Provide thorough shift handoff notes to ensure continuity of support across shifts. Essential Skills Experience providing IT help desk, desktop support, manufacturing IT, or operations technology support. Ability to troubleshoot Windows PCs, including operating system issues, basic network connectivity, printers, peripherals, and user login problems. Experience supporting end users in a fast‑paced operational or manufacturing environment. Strong customer service skills and the ability to communicate clearly with non‑technical users. Ability to follow documented procedures and established escalation paths. Ability to document issues accurately and maintain clear and comprehensive shift handoff notes. Comfort working 2nd and/or 3rd shift schedules on a rotating 2‑2‑3 12‑hour shift. Ability to work 100% on‑site in production and production‑adjacent areas. Ability to distinguish between issues that can be resolved at first level and those requiring escalation to technical owners. Master’s degree OR Bachelor’s degree and 2 years of experience OR Associate degree and 6 years of experience OR High school diploma / GED and 8 years of experience. Additional Skills & Qualifications Experience in biotechnology, pharmaceutical, GMP manufacturing, or other regulated environments. Familiarity with shop‑floor technology, manufacturing workstations, mobile carts, label printers, and operational peripherals. Experience with Zebra printers, Lexmark printers, scanners, scales, or similar manufacturing hardware. Familiarity with Microsoft Windows, Microsoft authentication tools, password reset processes, and passwordless authentication. Experience supporting or coordinating support for DeltaV or other manufacturing control‑system environments. Experience using ServiceNow ticketing systems, Fieldglass, or similar support and request management tools. Work Environment This role is 100% on‑site in a production and production‑adjacent environment, supporting manufacturing operations and related teams. You work a rotating 2‑2‑3 schedule on 12‑hour shifts from 5:45 AM to 6:15 PM, primarily covering 2nd and/or 3rd shift operations. The environment is fast‑paced and operationally focused, with frequent interaction with shop‑floor technology such as Windows‑based PCs and workstations, mobile carts, Zebra and Lexmark printers, scanners, scales, and other manufacturing peripherals. You use designated ticketing and tracking tools, such as ServiceNow or similar systems, to log and manage support requests. The role requires adherence to site procedures, safety requirements, GMP and data integrity expectations, and access‑control standards while working closely with production staff, quality, engineering, and support teams in a collaborative, technology‑driven setting. Job Type & Location This is a Contract position based out of Holly Springs, NC. Pay And Benefits The pay range for this position is $35.00 - $40.00/hr. Benefits Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long‑term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Holly Springs, NC. Application Deadline This position is anticipated to close on Jul 20, 2026. Equal Opportunity Employer Statement The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. San Francisco Fair Chance Ordinance Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI) We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. #J-18808-Ljbffr Actalent