Technical Support Specialist II

divh2Technical Support Specialist II/h2pAt Caris, we understand that cancer is an ugly worda word no one wants to hear, but one that connects us all. Thats why were not just transforming cancer carewere changing lives./ppWe introduced precision medicine to the world and built an industry around the idea that every patient deserves answers as unique as their DNA. Backed by cutting-edge molecular science and AI, we ask ourselves every day: What would I do if this patient were my mom? That question drives everything we do./ppBut our mission doesnt stop with cancer. Were pushing the frontiers of medicine and leading a revolution in healthcaredriven by innovation, compassion, and purpose./ppJoin us in our mission to improve the human condition across multiple diseases. If youre passionate about meaningful work and want to be part of something bigger than yourself, Caris is where your impact begins./ph3Position Summary/h3pThe Technical Support Specialist II is responsible for the diagnosis, support, and other technical aspects to ensure hardware, software, and components for onsite and remote support Caris team members across the distributed environment are performing at an optimal level. This position supports teams including but not limited to sales, laboratory operations and researchers requiring someone with excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems while ensuring the deployment and support is maintained effectively and efficiently in a rapid growing fast paced environment. As a level II you will serve as a subject matter expert for other junior technicians./ph3Job Responsibilities/h3ulliProvide exceptional customer service and support keeping communications fluid throughout the support and troubleshooting./liliAbility to effectively configure, support, troubleshoot and prioritize all service requests and incidents./liliProvide accurate and detailed documentation in ServiceNow ITSM Suite of incidents and problems, including the steps taken during the analysis and resolution/restoration process in ServiceNow./liliAssist in building and maintaining architectural runbooks, hardware, and software refresh lifecycle, and maintenance and support contracts./liliAnswer questions surrounding the installation, usage, and training of hardware and software products./liliPossess the ability to learn on the job, especially software applications that you may not be familiar with or use every day./liliAbility to shift between projects/tasks to keep up with the workload/liliRegularly update customers on open issues providing ETA of resolution./liliAssist other members of the Information Services department with hardware/software/network technical assistance as needed/liliTimely acknowledgment and triage of service management incidents to determine the proper impact and urgency to recovery and prevent system outages leveraging and updating knowledgebase articles./liliParticipate in occasional off-hours work such as installations, and in regular on-call rotation for off-hours outages and escalations./liliServe as the team Lead when the Lead us unavailable./liliCoordinate and drive processes to identify operational problems with assigned systems and provide technical support to resolve them promptly./liliAbility to transition between supporting different platforms such as lab operations, AV, smart hands for networking and telecom as well as cloud hosted environments./li/ulh3Required Qualifications/h3ulliHigh School diploma or equivalent./liliMinimum of 5 years end user support which should include a combination of the following: Microsoft O365, Azure Virtual Desktop and MAC Operating Systems./liliAbility to work in fast paced, changing and fast transformational environment against both short-term and long-term requirements./li/ulh3Preferred Qualifications/h3ulliAssociate degree or higher from an accredited educational institution./liliBachelors degree in computer science or related technology field is preferred./liliExperience with JAMF, SCCM, Azure, InTune and Auto Pilot./liliExperience working in a healthcare environment./liliExperience working in a fast-paced environment support 1700+ end users./li/ulh3Physical Demands/h3ulliMust possess ability to sit, stand, and/or work at a computer for long periods of time./liliMay have exposure to blood-borne pathogens, extreme temperatures, high noise levels, fumes and bio-hazardous material/chemicals including formalin in the lab environment./liliOccasional lifting of items up to 35 lbs. is required when installing some IT equipment./li/ulh3Training/h3ulliAll job specific, safety, and compliance training are assigned based on the job functions associated with this employee./li/ulpConditions of Employment: Individual must successfully complete pre-employment process, which includes criminal background check, drug screening, credit check ( applicable for certain positions ) and reference verification./ppThis job description reflects managements assignment of essential functions. Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time./ppCaris Life Sciences is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability./p/div