Onsite IT Support Technician II: Hardware & ServiceNow

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 hardware, software, and network issues. The role involves documenting incidents in ServiceNow, prioritizing requests, and working with IT teams to resolve problems onsite.

Responsibilities include workstation setup, software installation, user support, and assisting with new hire technology. This is a 100% onsite, full-time position with standard business hours.

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 & service request management.
• Working knowledge of Windows operating systems, desktop and laptop hardware, software applications, printers, peripheral devices, and iOS/Android mobile devices.
• Ability to install, configure, troubleshoot, and support end-user hardware and software.

Responsibilities

• Provide timely first-line support for hardware, software, applications, network connectivity, and peripherals.
• Manage the IT support phone queue and ensure timely assistance.
• Log, prioritize, update, and resolve incidents in ServiceNow.
• Escalate tickets to appropriate IT teams when needed and track to resolution.
• Assist with new hire technology setup and hardware procurement.

Skills

Troubleshooting

Customer service

Communication

ServiceNow

ITSM

Prioritization

Independent work

Documentation

Adaptability

Time management

Education

Associate degree

IT certifications

Tools

ServiceNow

Job description

Sonic Healthcare USA, Inc. in Austin, TX is seeking a Technical Services Technician II to provide first-line IT support for hardware, software, and network issues. The role involves documenting incidents in ServiceNow, prioritizing requests, and working with IT teams to resolve problems onsite.

Responsibilities include workstation setup, software installation, user support, and assisting with new hire technology. This is a 100% onsite, full-time position with standard business hours.