IT Support Technician II — Onsite

Sonic Healthcare USA, Anatomic Pathology; United States; On-site; USD 50,000 - 65,000; Full time

Job summary

Sonic Healthcare USA is seeking a Technical Services Technician II to deliver first-line IT support across hardware, software, and network issues. Based in Austin, TX, this onsite role supports end-user technology, new hire setup, and routine system upgrades in a fast-paced healthcare environment.

You will manage the ServiceNow ticketing queue, troubleshoot Windows PCs, mobile devices, printers, and network connectivity, and work with vendors as needed to restore service and maintain high

Qualifications

• Minimum 2 years IT support in an enterprise environment.
• Experience using ServiceNow or a comparable IT service management platform.
• Strong understanding of IT service management concepts, including incident and service request.
• Experience with Windows operating systems, desktops, laptops, printers, and mobile devices.
• Experience troubleshooting desktop, application, hardware, network connectivity, and peripherals.
• Experience with LAN, WAN, VPN, and wireless connectivity.
• Ability to install, configure, troubleshoot and support end-user hardware and software.
• Customer service, communication, analytical and troubleshooting skills.
• Preferred Associate degree in IT or related field, or relevant IT certifications.
• Experience supporting IT operations in a healthcare, laboratory, or other regulated environment.

Responsibilities

• Provide timely first-line hardware, software, network, and peripheral incidents and requests support.
• Manage IT support phone queue and respond to calls.
• Record, prioritize, update and resolve incidents in ServiceNow.
• Escalate issues to appropriate IT support teams when necessary.
• Track incidents through resolution with accurate ticket documentation.
• Diagnose and troubleshoot desktop, laptop hardware, OS, software, printers, peripherals, and connectivity.
• Support iOS and Android mobile devices.
• Coordinate with vendors to diagnose and resolve issues.
• Participate in on-call rotation as required.
• Establish strong working relationships with laboratory and administrative personnel.

Skills

Troubleshooting

Customer service

Communication

Vendor coordination

Time management

Teamwork

Education

Associate degree in Information Technology or related field

Tools

ServiceNow

Windows OS

Printers & peripherals

Job description

Sonic Healthcare USA is seeking a Technical Services Technician II to deliver first-line IT support across hardware, software, and network issues. Based in Austin, TX, this onsite role supports end-user technology, new hire setup, and routine system upgrades in a fast-paced healthcare environment.

You will manage the ServiceNow ticketing queue, troubleshoot Windows PCs, mobile devices, printers, and network connectivity, and work with vendors as needed to restore service and maintain high