This job has closed.

Caris Life Sciences · 6 hours ago

Technical Support Specialist II

Phoenix, AZ

Full-time

Hybrid

Mid, Senior Level

5+ years exp

Caris Life Sciences is transforming cancer care and changing lives through precision medicine. The Technical Support Specialist II is responsible for diagnosing and providing technical support for hardware and software, ensuring optimal performance for team members across various departments while also serving as a subject matter expert for junior technicians.

Artificial Intelligence (AI)BiopharmaBiotechnologyHealth CareLife Science

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

Qualification

Microsoft O365Azure Virtual DesktopMAC Operating SystemsJAMFSCCMAzureInTuneAuto PilotCustomer serviceTechnical supportDocumentationProblem-solvingTeam leadership

Required

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, MAC Operating Systems, and customer service

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