Technical Services Technician II

Job Functions, Duties, Responsibilities and Position Qualifications

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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

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 Qualifications

Required

• 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