Technical Support Specialist II

At Caris, we understand that cancer is an ugly word-a word no one wants to hear, but one that connects us all. That's why we're not just transforming cancer care-we're changing lives.

We 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.

But our mission doesn't stop with cancer. We're pushing the frontiers of medicine and leading a revolution in healthcare-driven by innovation, compassion, and purpose.

Join us in our mission to improve the human condition across multiple diseases. If you're passionate about meaningful work and want to be part of something bigger than yourself, Caris is where your impact begins.

Position Summary

The 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.

Job Responsibilities

• Provide exceptional customer service and support keeping communications fluid throughout the support and troubleshooting.

• Ability to effectively configure, support, troubleshoot and prioritize all service requests and incidents.

• Provide 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.

• Assist in building and maintaining architectural runbooks, hardware, and software refresh lifecycle, and maintenance and support contracts.

• Answer questions surrounding the installation, usage, and training of hardware and software products.

• Possess the ability to learn on the job, especially software applications that you may not be familiar with or use every day.

• Ability to shift between projects/tasks to keep up with the workload

• Regularly update customers on open issues providing ETA of resolution.

• Assist other members of the Information Services department with hardware/software/network technical assistance as needed

• Timely 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.

• Participate in occasional off-hours work such as installations, and in regular on-call rotation for off-hours outages and escalations.

• Serve as the team Lead when the Lead us unavailable.

• Coordinate and drive processes to identify operational problems with assigned systems and provide technical support to resolve them promptly.

• Ability to transition between supporting different platforms such as lab operations, AV, smart hands for networking and telecom as well as cloud hosted environments.

Required Qualifications

• High School diploma or equivalent.

• Minimum of 5 years end user support which should include a combination of the following: Microsoft O365, Azure Virtual Desktop and MAC Operating Systems.

• Ability to work in fast paced, changing and fast transformational environment against both short-term and long-term requirements.

Preferred Qualifications

• Associate degree or higher from an accredited educational institution.

• Bachelor's degree in computer science or related technology field is preferred.

• Experience with JAMF, SCCM, Azure, InTune and Auto Pilot.

• Experience working in a healthcare environment.

• Experience working in a fast-paced environment support 1700+ end users.

Physical Demands

• Must possess ability to sit, stand, and/or work at a computer for long periods of time.

• May have exposure to blood-borne pathogens, extreme temperatures, high noise levels, fumes and bio-hazardous material/chemicals including formalin in the lab environment.

• Occasional lifting of items up to 35 lbs. is required when installing some IT equipment.

Training

• All job specific, safety, and compliance training are assigned based on the job functions associated with this employee.

Conditions 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.

This job description reflects management's assignment of essential functions. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Caris 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.

Caris Life Sciences is a leading innovator in molecular science and artificial intelligence focused on fulfilling the promise of precision medicine through quality and innovation.

Caris is committed to quality and excellence at our state-of-the-art laboratories. Learn more about our tissue lab and the advanced technologies that are helping improve the lives of cancer patients.