Technical Services Technician II (Coppell)

Technical Services Technician II

The Technical Services Technician II provides first line support to internal and external clients for all IT Infrastructure and Application related incidents and requests through request tools, emails and telephone calls. Assigns tickets to the appropriate technology support groups and track them to closure. Advises and assists users in solving problems related to hardware, software, networks and peripherals using available technology. Studies and analyzes systems needs, troubleshoots technical problems and trains users. Advises users on the interpretation of IT reports and report capabilities, limitations, etc. Provides user support, new hire system setup, group metrics and desktop / laptop software evaluations and upgrades. Provides quick response to ensure maximum up time of all users and performs end user training when necessary. The ideal candidate should have a can do attitude and be a self-starter with a team oriented attitude.

Location : Coppell, TX (100% onsite)

Days / Hours : Monday - Friday, Business hours

Full Time : Benefits Eligible

Job Responsibilities

Essential Functions :

• Technical Support :
• Windows 10 and Windows 11 operational and troubleshooting experience.
• Experienced with Microsoft 365.
• Provides immediate response to technical questions and problems related to hardware, network or application related issues.
• Quickly determines the scope and urgency of reported problems.
• Strong ability to diagnose and troubleshoot problems encountered between company issued computer hardware, software and peripherals.
• Good understanding of the fundamentals of network and server / desktop administration, installations, upgrades, techniques, tools, materials, and equipment.
• Assists in diagnosing and troubleshooting network connectivity and network printing issues.
• Works with vendors and maintenance service providers to diagnose, repair and correct issues for users.
• Troubleshoots basic to intermediate network issues before escalation to other technical experts.
• Participates in an on-call rotation.
• Configures and installs company issued computer hardware and peripherals.
• Provides software installation.
• Proactive engagement with lab and administrative personnel to build trusting relationships.
• Adheres to safety, confidentiality and legal requirements.
• Training & Education :
• Provides education on systems to all new employees and existing employees as needed.
• Applies good understanding of customer service.
• Strong ability to work with customers of a widely varying skill level and instill confidence in Information Technology.
• Maintains personal technical knowledge by reading publications and attending continuing education courses.
• Inventory & Repairs :
• Programs / images desktop PC and setup peripherals.
• Performs repairs to hardware, including hard drive, power supply and motherboard replacements, as well as addressing other simple, miscellaneous issues.
• Performs operation maintenance on the mission critical systems (i.e., backup, cleaning, etc.)
• Special Projects :
• Participates in process improvement projects.

Skills :

Other Functions :

Job Qualifications

Required :

Preferred :

Sonic 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.