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About the Role

The Technical Services Technician II provides first-line technical support for IT infrastructure, hardware, software, applications, networks, and peripherals. This role involves receiving, documenting, prioritizing, troubleshooting, and tracking incidents and service requests, escalating issues as needed, and ensuring timely resolution to maintain the availability and reliability of end-user technology.

Responsibilities

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.

Requirements

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.
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.

Skills

ServiceNow
IT service management
Incident management
Service request management
Windows operating systems
Desktop hardware
Laptop hardware
Software applications
Printers
Peripheral devices
iOS mobile devices
Android mobile devices
Troubleshooting
LAN
WAN
VPN
Wireless connectivity
Customer service
Communication
Analytical skills
Problem-solving
Interpersonal skills
IT projects
Technology deployments
Process improvement

Location

Austin, TX

Work Type

Onsite
Full Time

Experience Level

Minimum of 2 years of experience

Education Level

Associate degree in Information Technology, Computer Science, or a related field, or relevant IT certifications (Preferred)

Benefits

Benefits eligible

About the Company

Proudly certified as a Great Place to Work, we are dedicated to creating a supportive and inclusive environment.
At Sonic Healthcare USA, we emphasize teamwork and innovation.
Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees.

Equal Opportunity

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.