IT Support Specialist

Company Overview

At Allia Health Group, the umbrella organization for Southend Pharmacy, Brello Health, and Woven, we don’t just follow industry trends—we redefine them. Our mission is to commoditize anti‑aging solutions, making them affordable and accessible to the average consumer—not just the wealthy. By offering customized and cost‑effective wellness products that follow cost‑containment models, we aim to improve people’s quality of life and meet them wherever they are on their health journey.

Job Summary

Allia Health Group is seeking an IT Support Specialist to provide front‑line and hands‑on support for roughly 75 on‑site administrative employees and the Southend Pharmacy production floor. This is not a standard service desk job. High‑speed vial printers, label verification, and barcode scanning sit directly between an order and a shipment, so downtime has immediate consequences. Working knowledge of LifeFile and other pharmacy platforms is required.

Key Responsibilities

• Production Device Support: Maintain high‑speed vial printers, label printers, barcode scanners, and verification stations. A print failure during production stops dispensing, so it is handled as production‑down rather than a routine ticket.
• Hot Spare Discipline: Keep spare units and consumables stocked for every production‑critical device type so a failed device can be swapped out quickly and diagnosed afterward.
• LifeFile Front‑Line Support: Resolve LifeFile issues at the workstation and user level, including session problems, print path failures, scanner mapping, and local configuration. Escalate configuration‑side issues to the Application Specialist.
• Endpoint Lifecycle: Image, enroll, and deploy laptops, desktops, and mobile devices through MDM, verifying MDR agent installation and security baseline compliance before handoff.
• Controlled Area Support: Follow USP 797 and 800 gowning and access requirements when servicing equipment in compounding areas, and schedule work so it does not interrupt active production.
• Onboarding & Offboarding Execution: Complete day‑one setup and same‑day device collection and wipe, closing the physical loop on automated lifecycle workflows.
• Service Desk Frontline: Own first‑touch response against defined SLAs, with production‑critical tickets tracked on a separate priority path from the standard queue.
• Identity Support: Handle MFA enrollment, hardware token issuance, and account recovery under documented identity‑verification procedures.
• Asset Custody: Maintain accurate hardware inventory, stockroom levels, and chain‑of‑custody documentation sufficient to serve as audit evidence.
• Knowledge Capture: Document resolutions in the knowledge base to feed automated Tier 1 resolution and reduce repeat ticket volume.
• Runbook Authorship: Write and maintain step‑by‑step runbooks for production‑critical recovery procedures such as printer hot swaps, scanner remapping, and verification station restarts.
• Escalation Judgment: Recognize when something is a security event rather than a support ticket and escalate to the IT Operations Lead immediately.
• Coverage: Standard hours are 08:00 to 17:00 CST, Monday through Friday, on‑site, with participation in an on‑call rotation for production‑critical events outside those hours.

Requirements

• High school diploma or equivalent required; associate’s degree or technical certificate in information technology preferred.
• 3+ years in desktop, endpoint, or field support experience.
• Hands‑on hardware repair and maintenance, including printers, diagnosing and resolving issues at the device level.
• Endpoint provisioning through an imaging or device‑management platform, including verification of security agent installation before handoff.
• Experience working in a ticketing system against defined response and resolution targets.
• Ability to support non‑technical staff in person.
• Legal authorization to work in the United States without current or future visa sponsorship.

Preferred Requirements

• Experience supporting a production, clinical, warehouse, or manufacturing environment where equipment downtime halts operations.
• Familiarity with specialized printing hardware—label, barcode, thermal, or industrial printers (e.g., Zebra, Sato, Brother, Datamax).
• Experience with barcode scanners, verification stations, or handheld mobile devices in a production setting.
• Support of industry‑specific platforms such as an EHR, dispensing system, warehouse management system, or laboratory system.
• Hardware asset tracking including chain‑of‑custody records and spare stock management.
• Writing knowledge‑base articles or step‑by‑step procedures for others to follow.
• Exposure to LifeFile and pharmacy platforms, HIPAA specifics, and USP 797/800 gowning and controlled‑area procedures.

Benefits

• Full benefits package including medical, vision, dental, and 401(k) with company match.
• Paid time off,