Caris Life Sciences

Technical Support Specialist II

Caris Life Sciences

full-time

Posted on:

Location Type: Office

Location: Phoenix • Arizona • Texas • United States

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Tech Stack

AzureCloudITSMJamfServiceNow

About the role

  • 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 is 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.

Requirements

  • 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.
  • Associate degree or higher from an accredited educational institution is preferred.
  • 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 supporting 1700+ end users.
Benefits
  • Individual must successfully complete pre-employment process, which includes criminal background check, drug screening, credit check (applicable for certain positions) and reference verification.
  • All job specific, safety, and compliance training are assigned based on the job functions associated with this employee.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicetroubleshootingdocumentationservice managementtechnical supportend user supportinstallationconfigurationhardware refresh lifecyclesoftware refresh lifecycle
Soft Skills
communicationproblem-solvingadaptabilityteam leadershiptime managementmultitaskingcustomer updatescollaborationlearning agilityprocess coordination
Certifications
High School diplomaAssociate degreeBachelor's degree in computer science