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 a 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 gets handled as production-down rather than as 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, so on-site colleagues can restore service without troubleshooting when this role is unavailable
• Escalation Judgment: Recognize when something is a security event rather than a support ticket and escalate to the IT Operations Lead right away
• 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

 What We Require

• High school diploma or equivalent required. Associate's degree or technical certificate in information technology preferred. Equivalent hands-on experience is accepted
• 3+ years in desktop, endpoint, or field support experience
• Hands-on hardware repair and maintenance, including printers — diagnosing and resolving issues at the device rather than escalating all hardware to a vendor
• Endpoint provisioning through an imaging or device management platform, including verifying security agent installation before handoff
• Working in a ticketing system against defined response and resolution targets
• Supporting non-technical staff in person

Preferred Requirement(s)

• Supporting a production, clinical, warehouse, or manufacturing environment were equipment downtime halts operations
• Specialized printing hardware — label, barcode, thermal, or industrial printers (Zebra, Sato, Brother, Datamax and similar)
• Barcode scanners, verification stations, or handheld mobile devices in a production setting
• Supporting an industry-specific platform 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

Trainable — Not Required

• LifeFile and pharmacy platforms, HIPAA specifics, and USP 797/800 gowning and controlled-area procedures. Candidates from clinical, laboratory, food production, or manufacturing environments already understand working under procedural discipline

What We Offer

• Full benefits package including medical, vision, dental, 401(k) with company match, PTO, Flex days, holidays, and more!

Allia Health Group does not provide employment visa sponsorship now or in the future. Applicants must be legally authorized to work in the United States without the need for current or future sponsorship.

Equal Opportunity Employer Statement
Allia Health Group is proud to be an Equal Opportunity Employer where we are committed to fostering a diverse and inclusive workplace. We are committed to cultivating a culture where all team members feel valued & respected. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetic information, disability, age, veteran status, or any other characteristics protected by applicable law. 
 
 If you have any questions or require immediate assistance or accommodations during the application or interview process, please contact us at recruiting@alliahealth.co.