IT Support Technician II — End-User & Network Helpdesk

Clinical Laboratories of Hawaii, LLP; Austin (TX); On-site; USD 52,000 - 68,000; Full time

Job summary

Sonic Healthcare USA, Inc. is seeking a Technical Services Technician II to provide first-line IT support for end-users, hardware, software, and network issues in the Austin area.

You will document and track incidents in ServiceNow, prioritize requests, and escalate when needed, ensuring timely resolutions and a positive user experience. Responsibilities include configuring devices, assisting with new hire tech setup, coordinating with vendors, and maintaining knowledge of desktop, network, and

Qualifications

• Minimum 2 years of IT support experience 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, and peripheral 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.

Responsibilities

• Provide timely first-line support for hardware, software, application, network connectivity, and peripheral-related incidents and requests.
• Receive, document, prioritize, update, and resolve incidents and service requests in ServiceNow.
• Assess the scope, impact, and urgency of reported issues and elevate 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.
• 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.

Skills

End-user support

Troubleshooting

Customer service

Technical documentation

Windows OS

Network basics

Communication

Time management

Education

Associate degree in Information Technology, Computer Science, or related field

Tools

ServiceNow

Remote Desktop

Active Directory

Job description

Sonic Healthcare USA, Inc. is seeking a Technical Services Technician II to provide first-line IT support for end-users, hardware, software, and network issues in the Austin area.

You will document and track incidents in ServiceNow, prioritize requests, and escalate when needed, ensuring timely resolutions and a positive user experience. Responsibilities include configuring devices, assisting with new hire tech setup, coordinating with vendors, and maintaining knowledge of desktop, network, and