Technical Support Specialist II

Caris Life Sciences•Phoenix, AZ

21d

About The Position

The Technical Support Specialist II is responsible for the diagnosis, support, and other technical aspects to ensure hardware, software, and components for onsite and remote support Caris team members across the distributed environment are performing at an optimal level. This position supports teams including but not limited to sales, laboratory operations and researchers requiring someone with excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems while ensuring the deployment and support is maintained effectively and efficiently in a rapid growing fast paced environment. As a level II you will serve as a subject matter expert for other junior technicians.

Requirements

High School diploma or equivalent.
Minimum of 5 years end user support which should include a combination of the following: Microsoft O365, Azure Virtual Desktop, MAC Operating Systems, and customer service.
Ability to work in fast paced, changing and fast transformational environment against both short-term and long-term requirements.

Nice To Haves

Associate degree or higher from an accredited educational institution.
Bachelor’s degree in computer science or related technology field is preferred.
Experience with JAMF, SCCM, Azure, InTune and Auto Pilot.
Experience working in a healthcare environment.
Experience working in a fast-paced environment support 1700+ end users.

Responsibilities

Provide exceptional customer service and support keeping communications fluid throughout the support and troubleshooting.
Ability to effectively configure, support, troubleshoot and prioritize all service requests and incidents.
Provide accurate and detailed documentation in ServiceNow ITSM Suite of incidents and problems, including the steps taken during the analysis and resolution/restoration process in ServiceNow.
Assist in building and maintaining architectural runbooks, hardware, and software refresh lifecycle, and maintenance and support contracts.
Answer questions surrounding the installation, usage, and training of hardware and software products.
Possess the ability to learn on the job, especially software applications that you may not be familiar with or use every day.
Ability to shift between projects/tasks to keep up with the workload
Regularly update customers on open issues providing ETA of resolution.
Assist other members of the Information Services department with hardware/software/network technical assistance as needed
Timely acknowledgment and triage of service management incidents to determine the proper impact and urgency to recovery and prevent system outages leveraging and updating knowledgebase articles.
Participate in occasional off-hours work such as installations, and in regular on-call rotation for off-hours outages and escalations.
Serve as the team Lead when the Lead us unavailable.
Coordinate and drive processes to identify operational problems with assigned systems and provide technical support to resolve them promptly.
Ability to transition between supporting different platforms such as lab operations, AV, smart hands for networking and telecom as well as cloud hosted environments.