Technical Services Technician II

Job Functions Duties Responsibilities and Position Qualifications:

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The Technical Services Technician II provides first-line technical support to internal and external users for IT infrastructure hardware software application network and peripheral-related incidents and service requests. This role receives documents prioritizes troubleshoots and tracks incidents and requests through ServiceNow escalating issues to the appropriate IT support teams when needed and following them through resolution.

The Technical Services Technician II 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. This role works closely with users to understand technical issues provide timely solutions and deliver a positive support experience while helping maintain the availability and reliability of end-user technology.

Days: Monday - Friday

Hours: Business hours (8am - 5pm) 100% onsite

Full Time Benefits eligible

• Provide timely first-line support for hardware software application network connectivity and peripheral-related incidents and requests.
• Manage the IT support phone queue responding to incoming calls and ensuring users receive timely assistance.
• Receive document prioritize update and resolve incidents and service requests in ServiceNow.
• Assess the scope impact and urgency of reported issues and escalate tickets to the appropriate IT support teams when necessary.
• Track assigned 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.
• Provide support for iOS and Android mobile devices.
• Troubleshoot basic to intermediate LAN WAN VPN wireless and network printing issues prior to 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-related issues.
• Maintain a working knowledge of desktop network and server environments to effectively identify and troubleshoot technical issues.
• Participate in the on-call rotation as required.
• Proactively engage with laboratory and administrative personnel to build strong trusted working relationships.
• Follow applicable safety security confidentiality and regulatory requirements.

• Provide technical guidance and system education to new and existing employees as needed.
• Communicate technical information clearly to users with varying levels of technical knowledge.
• Deliver responsive customer-focused support and help build user confidence in IT services and solutions.
• 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 activities 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 overall user experience.
• Perform other duties as assigned.

• Strong troubleshooting and problem-solving skills with the ability to identify root causes and determine appropriate solutions.
• Strong customer service and interpersonal skills with the ability to build effective working relationships with users peers vendors and leadership.
• Ability to communicate technical information clearly to both technical and non-technical users.
• Experience using ServiceNow or a comparable IT service management platform to manage incidents and service requests.
• Working knowledge of IT service management principles including incident request escalation and resolution processes.
• Ability to prioritize multiple incidents and requests based on business impact and urgency.
• Ability to work independently and complete responsibilities with minimal supervision.
• Strong attention to detail and documentation skills.
• Ability to adapt to changing technology processes priorities and business needs.
• Strong organizational and time-management skills.

• Minimum of 2 years of experience providing IT support in an enterprise environment.
• Experience using ServiceNow or a comparable IT service management/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 and troubleshooting skills.

• 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.

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Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race color sex religion age national origin disability genetics veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.