Technical Support Specialist

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

ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development.

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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What ICON can offer you:
Our success depends on the quality of our people. That’s why we’ve made it a priority to build a diverse culture that rewards high performance and nurtures talent.

In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family.

Our benefits examples include:

• Various annual leave entitlements
• A range of health insurance offerings to suit you and your family’s needs.
• Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead.
• Global Employee Assistance Programme, LifeWorks, offering 24-hour access to a global network of over 80,000 independent specialized professionals who are there to support you and your family’s well-being.
• Life assurance
• Flexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidized travel passes, health assessments, among others.

Visit our careers site to read more about the benefits ICON offers.

At ICON, inclusion & belonging are fundamental to our culture and values. We’re dedicated to providing an inclusive and accessible environment for all candidates. ICON is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know or submit a request here

Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless – there’s every chance you’re exactly what we’re looking for here at ICON whether it is for this or other roles.

Are you a current ICON Employee? Please click here to apply