Technical Services Technician II

Sonic Healthcare USA•Austin, TX

7d•Onsite

About The Position

The Technical Services Technician II provides first-line technical support to internal and external users for IT infrastructure, hardware, software, applications, networks, and peripherals. The role receives, documents, prioritizes, troubleshoots, and tracks incidents and service requests through ServiceNow or a comparable platform, escalating issues to appropriate IT teams when needed and following them through resolution. The technician supports day-to-day technology needs across the organization, including workstation and peripheral setup, software installation, user support, new-hire technology setup, troubleshooting, and system upgrades. The role works with users to understand technical issues, deliver timely solutions and a positive support experience, and help maintain the availability and reliability of end-user technology. The position is based onsite in Austin, Texas, Monday through Friday during business hours (8 a.m. to 5 p.m.), and participates in an on-call rotation as required.

Requirements

At least 2 years of experience providing IT support in an enterprise environment.
Experience using ServiceNow or a comparable IT service management or ticketing platform.
Strong understanding of IT service management concepts, including incident and service request management.
Working knowledge of Windows operating systems, desktop and laptop hardware, software applications, printers, peripheral devices, and iOS and Android mobile devices.
Experience troubleshooting desktop, application, hardware, network connectivity, and peripheral-related issues.
Working knowledge of LAN, WAN, VPN, and wireless network connectivity.
Ability to install, configure, troubleshoot, and support end-user hardware and software.
Strong customer service, communication, analytical, troubleshooting, and problem-solving skills.
Strong interpersonal skills and ability to build effective working relationships with users, peers, vendors, and leadership.
Ability to communicate technical information clearly to technical and non-technical users.
Ability to prioritize incidents and requests based on business impact and urgency.
Ability to work independently with minimal supervision.
Strong attention to detail, documentation, organizational, and time-management skills.
Ability to adapt to changing technology, processes, priorities, and business needs.

Nice To Haves

Associate degree in Information Technology, Computer Science, or a related field, or relevant IT certifications.
Experience supporting IT operations in a healthcare, laboratory, or other regulated environment.
Experience with enterprise application, endpoint, or device support.

Responsibilities

Provide first-line support for hardware, software, application, network connectivity, and peripheral-related incidents and requests.
Manage the IT support phone queue and respond to incoming calls in a timely manner.
Receive, document, prioritize, update, and resolve incidents and service requests in ServiceNow.
Assess issue scope, impact, and urgency; escalate tickets to appropriate IT support teams when necessary.
Track incidents and requests through resolution and maintain clear, accurate ticket documentation.
Diagnose and troubleshoot desktop and laptop hardware, operating systems, software, printers, peripherals, and connectivity issues.
Support iOS and Android mobile devices.
Troubleshoot basic to intermediate LAN, WAN, VPN, wireless, and network printing issues before escalation.
Configure, install, deploy, and support computers, hardware, software, and peripheral devices.
Assist with new-hire technology setup and other user access or equipment needs.
Coordinate with vendors and service providers to diagnose and resolve hardware and technology issues.
Maintain working knowledge of desktop, network, and server environments to identify and troubleshoot technical issues.
Participate in the on-call rotation as required.
Engage with laboratory and administrative personnel to build trusted working relationships.
Follow applicable safety, security, confidentiality, and regulatory requirements.
Provide technical guidance and system education to new and existing employees.
Communicate technical information clearly to users with varying levels of technical knowledge and deliver responsive, customer-focused support.
Maintain current technical knowledge through ongoing learning, documentation, training, and continuing education.
Configure and prepare desktops, laptops, and peripherals for deployment.
Diagnose hardware failures and perform or coordinate repairs and component replacement when appropriate.
Support inventory and lifecycle management for IT equipment and peripherals.
Perform routine maintenance and support activities for assigned systems and equipment.
Participate in IT projects, technology deployments, upgrades, and process improvement initiatives.
Identify opportunities to improve support processes, documentation, and the user experience.
Perform other duties as assigned.