Specialist, IT – GxP Technical Support
Rocket Pharmaceuticals
August 11, 2026
Remote friendly (Cranbury, NJ)
United States
IT
Position Summary:
Specialist, IT – GxP Technical Support provides Tier 1+ helpdesk support for GxP-regulated and business-critical systems to maintain a secure, compliant, audit-ready IT environment.
Responsibilities:
- Provide Tier 1+ support for GxP and non-GxP systems, endpoint devices, business applications, and user access issues.
- Troubleshoot and resolve incidents affecting GxP applications, laboratory systems, quality systems, manufacturing systems, and supporting infrastructure.
- Manage incidents/service requests in ServiceNow with accurate documentation, classification, prioritization, escalation, and closure per SLAs and GxP procedures.
- Perform user provisioning/deprovisioning and access modifications for GxP systems following access management procedures and segregation of duties.
- Support IAM platforms (Okta, Active Directory, Microsoft Entra ID), including SSO and MFA troubleshooting.
- Assist with onboarding, offboarding, and role changes with approvals and audit trail documentation.
- Support Windows, macOS, mobile devices, Microsoft 365, and endpoint management platforms.
- Escalate GxP incidents to QA, CSV, Infrastructure, Security, System Owners, or vendors as needed.
- Maintain IT asset inventory and lifecycle documentation.
- Create/update SOPs, work instructions, knowledge base articles, and controlled support documentation.
- Support internal/external audits with required documentation and evidence.
Qualifications:
- Bachelor’s degree (IT/CS/Engineering/Life Sciences or related) preferred; equivalent experience considered.
- 1–3 years supporting IT in a regulated environment (pharma/biotech/medical device).
- Experience with GxP-regulated systems/applications/processes.
- Experience supporting Windows 10/11, macOS, Microsoft 365, and enterprise endpoints.
- Knowledge of user lifecycle management, access provisioning, SSO/MFA, and identity platforms (Okta, AD, Entra ID).
- Understanding of change, incident, deviation, and CAPA processes in regulated environments.
- Highly desirable: lab instruments, manufacturing/quality systems, validated software.
- Strong communication; ability to manage multiple priorities with accuracy and compliance; customer-service orientation; ownership of tickets through resolution.
Physical/Work Requirements:
- Occasional work outside standard hours; lift/carry up to 25 lbs occasionally; PPE in regulated environments; work in office and lab/manufacturing/data center settings.
Compensation:
- Expected salary range: $54,000–$72,000; total rewards may include bonuses, medical/dental/vision, life insurance, 401(k) match, paid vacation/holidays, global shutdown days, wellness resources, and possible equity awards.
Specialist, IT – GxP Technical Support provides Tier 1+ helpdesk support for GxP-regulated and business-critical systems to maintain a secure, compliant, audit-ready IT environment.
Responsibilities:
- Provide Tier 1+ support for GxP and non-GxP systems, endpoint devices, business applications, and user access issues.
- Troubleshoot and resolve incidents affecting GxP applications, laboratory systems, quality systems, manufacturing systems, and supporting infrastructure.
- Manage incidents/service requests in ServiceNow with accurate documentation, classification, prioritization, escalation, and closure per SLAs and GxP procedures.
- Perform user provisioning/deprovisioning and access modifications for GxP systems following access management procedures and segregation of duties.
- Support IAM platforms (Okta, Active Directory, Microsoft Entra ID), including SSO and MFA troubleshooting.
- Assist with onboarding, offboarding, and role changes with approvals and audit trail documentation.
- Support Windows, macOS, mobile devices, Microsoft 365, and endpoint management platforms.
- Escalate GxP incidents to QA, CSV, Infrastructure, Security, System Owners, or vendors as needed.
- Maintain IT asset inventory and lifecycle documentation.
- Create/update SOPs, work instructions, knowledge base articles, and controlled support documentation.
- Support internal/external audits with required documentation and evidence.
Qualifications:
- Bachelor’s degree (IT/CS/Engineering/Life Sciences or related) preferred; equivalent experience considered.
- 1–3 years supporting IT in a regulated environment (pharma/biotech/medical device).
- Experience with GxP-regulated systems/applications/processes.
- Experience supporting Windows 10/11, macOS, Microsoft 365, and enterprise endpoints.
- Knowledge of user lifecycle management, access provisioning, SSO/MFA, and identity platforms (Okta, AD, Entra ID).
- Understanding of change, incident, deviation, and CAPA processes in regulated environments.
- Highly desirable: lab instruments, manufacturing/quality systems, validated software.
- Strong communication; ability to manage multiple priorities with accuracy and compliance; customer-service orientation; ownership of tickets through resolution.
Physical/Work Requirements:
- Occasional work outside standard hours; lift/carry up to 25 lbs occasionally; PPE in regulated environments; work in office and lab/manufacturing/data center settings.
Compensation:
- Expected salary range: $54,000–$72,000; total rewards may include bonuses, medical/dental/vision, life insurance, 401(k) match, paid vacation/holidays, global shutdown days, wellness resources, and possible equity awards.