Technical Support Specialist

Technical Support Professional - Monday-Friday, 9am - 5pm - Lenexa, Kansas (KS)

ICON is a global healthcare intelligence and clinical research organisation united by a mission to bring new medicines and treatments to patients faster.

As a values-driven organisation, integrity, collaboration, agility, and inclusion are at the heart of how we work and interact with each other, customers, patients and suppliers.

We’re actively seeking a Technical Support Professional to organize and coordinate technical tasks required to support laboratory personnel at ICON’s Lenexa, Kansas (KS) location.

A successful Technical Support Specialist will ensure operational issues are visible, assigned, prioritized, and closed. Technical Support Specialist helps the site reduce missed actions, improve readiness, support laboratory staff, and allow scientific leaders to stay focused on quality, delivery, clients, and furthering groundbreaking clinical research.

The role:

The Technical Support Specialist will coordinate and track:

• IT, Metrology, and Facilities prioritization, status tracking, and communication with affected users
• Instrument installation, equipment receipt, placement, and laboratory readiness
• Equipment contract renewal, calibration support, vendor access, and tracking
• Metrology, Facilities, IT, Procurement, vendor, and REES support issues
• Equipment moves, storage constraints, and uninstalled equipment
• Materials, site readiness supplies, lab coats, and employee support needs including delivery of items between sites using company vehicle
• Client visit, audit, meeting, and site event logistics
• Support Team coordination and follow-up for support-related activities
• Site Tracking for all issue, owner, due date, priority, status, risk, and escalation need
• Overnight REES freezer/refrigerator alarm response, excursions, follow-up actions, documentation support, and escalation including occasional overnight response when freezer or refrigerator alarms require timely action

Success Profile:

The ideal candidate is dependable, organized, calm under pressure, and comfortable following up across multiple teams. This role requires ownership, discipline, clear communication, and strong service orientation.

Strong candidates may have experience in:

• Operations, maintenance, logistics, communications, supply, facilities, or technical support
• Laboratory, healthcare, clinical research, manufacturing, warehouse, field service, or regulated operations
• Equipment coordination, work orders, ticket systems, vendor follow-up, or issue tracking
• Team coordination, shift handoff, incident response, emergency response, or operational readiness

Minimum Qualifications:

• Strong organization and follow-up skills
• Ability to prioritize issues and communicate status clearly
• Willingness to support occasional overnight freezer/refrigerator alarm response when required
• Comfort working with support systems, trackers, email, Teams, and Microsoft Office tools
• Good judgment for escalating urgent or high-risk issues
• Ability to work professionally with scientists, managers, vendors, and support departments
• Commitment to safety, quality, clients, and operational excellence

Preferred:

• Associate or bachelor’s degree in science, operations, technology, business, or related field
• 1–3 years of technical support, operations, laboratory, facilities, maintenance, logistics, or clinical research experience, or equivalent operational coordination experience
• Experience with ticket systems, temperature monitoring systems, equipment tracking, incident response, or regulated documentation

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Employment with ICON is contingent upon having the legal right to work in the country where the role is based.

Rewards & Benefits

ICON offers a competitive and comprehensive total rewards package designed to support your health, wellbeing, and career development.

Benefits may include:

• Competitive base salary and performance related incentives
• Health and wellbeing programmes including medical, dental, and vision coverage where applicable
• Retirement and pension plans
• Life assurance and disability coverage
• Employee assistance programmes and wellbeing resources
• Learning and development opportunities through structured training and career pathways

Benefits may vary depending on role and location.

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