IT Desktop Support Service in Barceloneta at JC Automation Corp

About Company:

JC Automation Corp. (JCA) was founded in 1997 with the mission of filling a gap between technology and regulatory requirements in the life science manufacturing industry. The company offers highly capable resources at an affordable cost to build solutions and execute projects in: Automation, Control Systems Integration, Information Technology, System Integration and Regulatory Compliance.

JCA is a HUBZone Certified Small Business Firm, NMSDC Certified Minority Business Enterprise, and Certified Critical Industry Supplier. It’s mission is to add value by delivering quality services & solutions on time all the time by transforming processes & technology into business advantages.

About the Role:

JC Automation is seeking a skilled and service-oriented Desktop Support Specialist to provide technical assistance and IT infrastructure support within a regulated pharmaceutical manufacturing environment.

The selected candidate will be responsible for troubleshooting hardware, software, network connectivity, and end-user computing issues while ensuring compliance with Good Manufacturing Practices (GMP), data integrity requirements, and established IT policies.

This position requires strong technical troubleshooting capabilities, excellent customer service skills, and the ability to support business-critical systems in a highly regulated environment.

• Provide Level 1 and Level 2 technical support for desktops, laptops, printers, mobile devices, and peripheral equipment.

• Install, configure, maintain, and troubleshoot Windows operating systems, Microsoft Office 365 applications, and enterprise software.

• Diagnose and resolve hardware, software, network connectivity, and user-access issues.

• Manage user accounts, password resets, and access permissions through Active Directory and Microsoft Entra ID.

• Support IT service requests, incidents, and troubleshooting activities using ticketing systems such as ServiceNow.

• Perform computer imaging, workstation deployment, software installations, and hardware replacements.

• Support network connectivity troubleshooting, including LAN, Wi-Fi, VPN, DNS, and DHCP.

• Assist with IT asset management, equipment inventory, lifecycle management, and documentation.

• Provide technical support for manufacturing-area workstations, laboratory computers, and other systems used in pharmaceutical operations.

• Follow established procedures for IT change management, incident management, and system access control.

• Ensure IT activities comply with applicable GMP, GxP, data integrity, and cybersecurity requirements.

• Maintain accurate documentation of incidents, troubleshooting activities, system configurations, and resolutions.

• Collaborate with IT infrastructure, cybersecurity, automation, and manufacturing support teams to resolve technical issues.

• Escalate complex technical problems to appropriate support groups while ensuring timely communication and resolution.

• Support equipment qualification and computerized system validation activities when required.

• Participate in scheduled maintenance, system upgrades, and IT improvement initiatives.

• Provide on-site support to end users in office, manufacturing, warehouse, and laboratory environments.

Education

• Associate's or Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related technical discipline.

• Equivalent technical training and relevant professional experience may be considered.

Experience

• Minimum of 2–4 years of experience providing Desktop Support, IT Help Desk, or End-User Computing services.

• Experience troubleshooting Windows-based computers and enterprise applications.

• Experience supporting users in a corporate or industrial environment.

• Previous experience in pharmaceutical, biotechnology, medical device, or other regulated manufacturing industries is preferred.

• Windows 10/11 operating systems.

• Microsoft 365 applications, including Outlook, Teams, Excel, and OneDrive.

• Active Directory and user account administration.

• Computer hardware installation, maintenance, and troubleshooting.

• Basic networking concepts, including TCP/IP, DNS, DHCP, LAN, and VPN.

• Remote desktop support and troubleshooting tools.

• IT ticketing and incident management systems.

• Computer imaging, software deployment, and workstation configuration.

• IT asset management and inventory control.

• Basic understanding of cybersecurity practices and endpoint protection.

• Experience working in FDA-regulated pharmaceutical manufacturing facilities.

• Familiarity with GMP, GxP, and 21 CFR Part 11 requirements.

• Understanding of computerized system validation (CSV) and IT change control procedures.

• Experience supporting manufacturing execution systems (MES), laboratory systems, or manufacturing workstations.

• Familiarity with ServiceNow, SCCM/Microsoft Configuration Manager, or Microsoft Intune.

• Knowledge of ITIL service management practices.

• CompTIA A+, Network+, Microsoft, or ITIL certifications.

• Bilingual communication skills in English and Spanish.

• Strong analytical and troubleshooting skills.

• Excellent customer service and interpersonal communication.

• Ability to prioritize multiple incidents and service requests.

• Strong organizational and documentation skills.

• Ability to work independently and collaboratively.

• Attention to detail and compliance requirements.

• Proactive approach to identifying and resolving technical issues.

• Ability to work effectively in a fast-paced manufacturing environment.

• On-site position within a pharmaceutical manufacturing facility.

• May require access to GMP-regulated production, laboratory, and warehouse areas.

• Must comply with site safety, security, gowning, and operational procedures.

• Flexibility to provide occasional after-hours or weekend support based on operational requirements.

At JC Automation, we provide innovative engineering, automation, and technology solutions to leading companies in the pharmaceutical and life sciences industries.

We are looking for motivated professionals who are passionate about technology, customer service, and operational excellence.

Interested candidates are encouraged to apply and become part of our growing technical support team.