IT Field Support Spec - Hardware, Software Optimization bei Tarrytown Expocare LLC

Description

IT Field Support Specialist (Level 2 – Printers, Hardware, & Software Optimization)

Location: Onsite – Austin, TX (with regular regional travel)

Schedule: M–F, 8am–6pm (8-hour shift within this window; occasional after-hours as needed)

About Tarrytown Expocare Pharmacy

Tarrytown Expocare Pharmacy is a national long-term care pharmacy specializing in serving individuals with intellectual and developmental disabilities (IDD). Headquartered in Austin, TX, we provide prescription medication and clinical administrative services to patients primarily living in group homes. Our mission is to deliver compassionate care, compliant processes, and reliable service to every partner we support.

About the Role

We are seeking a Level 2 IT Field Support Specialist to join our IT team. This role is hands-on and proactive, with a strong emphasis on printer support, device management, hardware optimization, and site visits. You will be responsible for ensuring our pharmacy locations run smoothly by traveling to sites, troubleshooting issues in person, and preventing recurring incidents through proactive maintenance and optimization.

The ideal candidate has proven experience supporting end-user hardware and software in a compliance-driven environment, excels at printer and peripheral troubleshooting, and thrives in both structured ticket management and in-person fieldwork.

Why Join Us:

At Tarrytown Expocare, you’ll be more than just support—you’ll be a trusted technology partner to the teams providing life-changing care. This role offers the chance to blend hands-on troubleshooting with proactive site optimization, ensuring both day-to-day reliability and long-term scalability for our pharmacy operations.

We are proud to offer:

• Competitive compensation
• Comprehensive healthcare benefits
• 401(k) retirement plan with company matching
• Paid time off
• Paid Holidays
• A remote work environment
• Opportunities to advance and grow your career
• And More!

Responsibilities

• Serve as a Level 2 specialist for hardware and software support, with a focus on printers, MDM, and site hardware optimization.
• Perform regular site visits to pharmacy locations to proactively monitor, maintain, and improve IT hardware and software performance.
• Troubleshoot and resolve printer issues (drivers, connectivity, performance, and optimization), ensuring uptime for pharmacy workflows.
• Support desktop, laptop, docking station, and peripheral hardware configuration and troubleshooting.
• Manage Mobile Device Management (MDM) solutions, ensuring secure deployment and lifecycle management of mobile and field devices.
• Handle escalated tickets from Level 1 support and MSP partners, driving issues to resolution.
• Assist with hardware procurement, inventory, and deployment across multiple locations.
• Support onboarding and offboarding processes, including workstation setup, account provisioning, and profile configuration.
• Collaborate with the IT team to document recurring issues and optimize hardware/software environments.
• Partner with operations teams to identify opportunities for workflow efficiency through proactive IT improvements.
• Conduct quarterly IT health checks during site visits to assess compliance, hardware performance, and user needs.
• Provide user training during site visits, including best practices for printers, devices, and security awareness.
• Track uptime and performance metrics for hardware and printers, reporting on improvements and recurring issues.
• Coordinate with vendors for printer maintenance, SLAs, and escalated support needs.
• Provide occasional after-hours support for urgent escalations.

Requirements

• A+ Certification or equivalent technical certification.
• 3+ years of experience in IT support, with strong hardware and printer troubleshooting expertise.
• Hands-on experience with Windows OS, Office 365, Active Directory, and VDI (Citrix or Microsoft).
• Familiarity with MDM platforms (Intune, AirWatch, or similar).
• Strong ticket management skills (ServiceNow, Jira, ConnectWise, or equivalent).
• Excellent customer service skills with the ability to explain technical issues to non-technical users.
• Willingness to travel regularly to pharmacy sites (20–40% travel expected).

Preferred:

• CompTIA Network+ or Security+ certification for networking and compliance support.
• Microsoft Certified: Modern Desktop Administrator Associate or Endpoint Administrator Associate.
• ITIL Foundation Certification (Incident, Problem, Change Management best practices).
• Printer vendor certifications (HP, Lexmark, Canon, Xerox) for advanced troubleshooting.
• Experience supporting printers and peripherals in healthcare or pharmacy environments.
• Exposure to VoIP systems (RingCentral) and SharePoint/Teams administration.
• Familiarity with Cisco Meraki or enterprise networking basics.
• Experience in compliance-driven or regulated industries.  

Tarrytown Expocare is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.