IT Support Technician II — Onsite in Austin

Sonic Healthcare USA, Inc; Austin (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

Sonic Healthcare USA, Inc. in Austin, TX is seeking a Technical Services Technician II to provide first-line IT support for end-user devices, software, and networks. You will document, prioritize, and resolve incidents in ServiceNow, assist with new hire tech setup, and coordinate with vendors as needed.

The role is 100% onsite, Mon-Fri, with standard business hours. Candidates should have 2+ years of enterprise IT support experience and strong customer service and documentation skills.

Qualifications

• Minimum of 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, peripheral devices, and mobile devices.
• Experience troubleshooting desktop, application, hardware, network connectivity, and peripheral-related issues.
• Working knowledge of LAN, WAN, VPN, and wireless network connectivity.

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 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.
• 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.

Skills

Troubleshooting

Customer service

Communication

ServiceNow

IT support

Hardware support

Mobile devices

Education

Associate degree in IT

IT certifications

Tools

Windows OS

VPN

ServiceNow

Job description

Sonic Healthcare USA, Inc. in Austin, TX is seeking a Technical Services Technician II to provide first-line IT support for end-user devices, software, and networks. You will document, prioritize, and resolve incidents in ServiceNow, assist with new hire tech setup, and coordinate with vendors as needed.

The role is 100% onsite, Mon-Fri, with standard business hours. Candidates should have 2+ years of enterprise IT support experience and strong customer service and documentation skills.