Technical Support Specialist Job Vacancy At Caris Life Sciences - Phoenix, AZ
Position Summary
The Technical Support Specialist I 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.
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.
- Participate in occasional off-hours work such as installations, and in regular on-call rotation for off-hours outages and escalations.
Required Qualifications
- Minimum of 3 year’s end user support which should include a combination of the following:
- High school diploma or higher from an accredited educational institution.
- Experience with Microsoft O365, Azure Virtual Desktop and MAC Operating Systems.
- Experience working in a fast-paced environment support 1500+ end users
- Ability to work in fast paced, changing and fast transformational environment against both short- and long-term requirements.
- Conditions of Employment: Individuals must successfully complete pre-employment process, which includes criminal background check, drug screening, and reference verification. Also, individual must be fully vaccinated for COVID-19 by the date of hire to be considered for U.S.-based jobs, if not currently employed by Caris Life Sciences.
Preferred Qualifications
- An Associate’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.
Other
- This position requires on call rotation, periodic travel, some evenings, weekends and/or holidays.
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