Technical Services Technician II

Sonic Healthcare USA Inc.; Austin (TX); On-site; USD 52,000 - 68,000; Full time

Job summary

Sonic Healthcare USA, Inc seeks a Technical Services Technician II to provide frontline IT support across hardware, software, network, and mobile devices in an onsite Austin environment.

You will document incidents in ServiceNow, assist with new hire technology setup, and collaborate with labs and administration to ensure reliable end-user technology services. The role is full-time with business hours.

Qualifications

• Minimum of 2 years IT support experience in an enterprise environment.
• Strong knowledge of Windows OS, hardware, software, printers, and mobile devices.
• Experience with LAN, WAN, VPN, and wireless connectivity.
• Experience with ServiceNow or similar ticketing platform.

Responsibilities

• Provide first-line IT support for hardware, software, and network issues.
• Manage help desk tickets in ServiceNow.
• Assist with new hire technology setup and device deployment.
• Coordinate with vendors for hardware repairs.
• Document issues and resolutions clearly.
• Maintain end-user environments and safety/regulatory requirements.

Skills

Troubleshooting

Customer service

Communication

Documentation

Time management

Independent work

Technical diagnostics

Education

Associate degree or IT certifications

Tools

ServiceNow

Job description

## Technical Services Technician IIApply: Austin, TX: Full time: Posted Today: REQ-038328**Job Functions, Duties, Responsibilities and Position Qualifications:****We're not just a workplace - we're a Great Place to Work certified employer!**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. Check out our job openings and advance your career with a company that values its team members!**Position Summary**The **Technical Services Technician II** provides first-line technical support to internal and external users for IT infrastructure, hardware, software, application, network, and peripheral-related incidents and service requests. This role receives, documents, prioritizes, troubleshoots, and tracks incidents and requests through ServiceNow, escalating issues to the appropriate IT support teams when needed and following them through resolution.The Technical Services Technician II supports day-to-day technology needs across the organization, including workstation and peripheral setup, software installation, user support, new hire technology setup, troubleshooting, and system upgrades. This role works closely with users to understand technical issues, provide timely solutions, and deliver a positive support experience while helping maintain the availability and reliability of end-user technology.**Location:** Austin, TX**Days:** Monday - Friday**Hours:** Business hours (8am - 5pm), 100% onsite**Full Time, Benefits eligible****Job Responsibilities**Technical Support* 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.User Support & Training* 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.Equipment & Inventory Support* 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.Process Improvement & Special Projects* 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.Skills & Abilities* 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.Job QualificationsRequired* 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.Preferred* Associate degree in Information Technology, Computer Science, or a related field, or relevant IT certifications.* Experience supporting IT operations in a healthcare, laboratory, or other regulated environment.* Experience with enterprise application, endpoint, or device support.**Scheduled Weekly Hours:**40**Work Shift:****Job Category:**Information Technology**Company:**Sonic Healthcare USA, IncSonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. 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.