Technical Services Technician II

We need to output HTML fragment with sections: h3 headings for sections present: About the role? Not present. Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We have content: Job Functions, Duties, Responsibilities And Position Qualifications includes a paragraph about Great Place to Work etc. That could be "About the role" maybe? The instruction: Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Do NOT repeat the job title as a heading. We need to include sections only when posting has real, specific content. So we need to parse the posting. Content: - Intro: "We're not just a workplace - we're a Great Place to Work certified employer! Proudly certified as a Great Place to Work, we are dedicated to creating a supportive and inclusive environment. At Sonic Healthcare USA, we emphasize teamwork and innovation. Check out our job openings and advance your career with a company that values its team members!" This is about company culture. Could be "About the role" or maybe "About the company". The instruction says "About the role" as example heading. We'll treat that as About the role. - Position Summary: description of role. Could be part of About the role or separate? Probably part of About the role. - Location, Days, Hours: location Austin, TX; Days Monday-Friday; Hours Business hours (8am-5pm), 100% onsite. This is schedule info. So we can have Schedule section with that. - Job Responsibilities: list of duties. We'll put under Responsibilities. - Skills & Abilities: list of skills. We'll put under Skills. - Required Job Qualifications: list of qualifications. We'll put under Requirements (or Qualifications). The instruction includes both Requirements and Qualifications as possible headings. We need to decide. Usually Requirements = minimum qualifications; Qualifications = preferred? But we have Required Job Qualifications and Preferred. Could split: Requirements (required) and Qualifications (preferred). However we have "Required Job Qualifications" heading in text. We'll treat that as Requirements. Then "Preferred" bullet list as Qualifications. - Scheduled Weekly Hours 40 Work Shift Job Category: Information Technology. This is schedule/hours info; we already have schedule. Could include in Schedule. - Company info: equal opportunity employer etc. That's boilerplate; we should remove EEO/equal-opportunity boilerplate. So drop that. - Also there is "Job Category: Information Technology" maybe not needed. We must not include Pay/Benefits unless present. No pay or benefits mentioned. So omit those sections. We must not include filler like "commensurate with experience". Not present. We need to preserve all substantive information. So we need to include the Great Place to Work intro, Position Summary, Location/Days/Hours, Responsibilities list, Skills list, Required Qualifications list, Preferred qualifications list, Schedule info (40 hours, shift, category). Also maybe Job Category. We need to format as HTML: use

for each section heading. Use

• for any list of duties/requirements/benefits. Use

  for prose. We must not include markdown fences. Let's craft:

  About the role

  We're not just a workplace - we're a Great Place to Work certified employer! Proudly certified as a Great Place to Work, we are dedicated to creating a supportive and inclusive environment. At Sonic Healthcare USA, we emphasize teamwork and innovation. Check out our job openings and advance your career with a company that values its team members!

  Position Summary: The Technical Services Technician II provides first-line technical support to internal and external users for IT infrastructure, hardware, software, application, network, and peripheral-related incidents and service requests. This role receives, documents, prioritizes, troubleshoots, and tracks incidents and requests through ServiceNow, escalating issues to the appropriate IT support teams when needed and following them through resolution. The Technical Services Technician II supports day-to-day technology needs across the organization, including workstation and peripheral setup, software installation, user support, new hire technology setup, troubleshooting, and system upgrades. This role works closely with users to understand technical issues, provide timely solutions, and deliver a positive support experience while helping maintain the availability and reliability of end-user technology.

  But we might want to keep Position Summary as prose within About the role. Could combine. Better:

  About the role

  We're not just a workplace - we're a Great Place to Work certified employer! Proudly certified as a Great Place to Work, we are dedicated to creating a supportive and inclusive environment. At Sonic Healthcare USA, we emphasize teamwork and innovation. Check out our job openings and advance your career with a company that values its team members!

  The Technical Services Technician II provides first-line technical support to internal and external users for IT infrastructure, hardware, software, application, network, and peripheral-related incidents and service requests. This role receives, documents, prioritizes, troubleshoots, and tracks incidents and requests through ServiceNow, escalating issues to the appropriate IT support teams when needed and following them through resolution. The Technical Services Technician II supports day-to-day technology needs across the organization, including workstation and peripheral setup, software installation, user support, new hire technology setup, troubleshooting, and system upgrades. This role works closely with users to understand technical issues, provide timely solutions, and deliver a positive support experience while helping maintain the availability and reliability of end-user technology.

  Then schedule:

  Schedule

  Location: Austin, TX

  Days: Monday - Friday

  Hours: Business hours (8am - 5pm), 100% onsite

  Scheduled Weekly Hours: 40

  Work Shift: (not specified?) Actually "Work Shift" appears but no detail; we have "Scheduled Weekly Hours 40 Work Shift". Could just note "Work Shift: (as scheduled)". But we should not invent. The posting says "Scheduled Weekly Hours 40 Work Shift". That's ambiguous. We could output:

  Scheduled Weekly Hours: 40

  and maybe

  Work Shift: (as scheduled)

  but that's filler. Better to just include the given line:

  Scheduled Weekly Hours: 40 Work Shift

  but that's weird. Let's keep as:

  Scheduled Weekly Hours: 40

  and

  Work Shift: (as scheduled)

  maybe not needed. Actually we could combine:

  Scheduled Weekly Hours: 40

  . The "Work Shift" label without detail is not useful; we could omit it as it's not substantive. The instruction: preserve ALL substantive information; do NOT invent or summarize away detail. The phrase "Work Shift" alone is not substantive; it's just a label. So we can omit it. Thus schedule section includes location, days, hours, weekly hours. Now Responsibilities:

  Responsibilities

  • Provide timely first-line support for hardware, software, application, network connectivity, and peripheral-related incidents and requests.
  • Manage the IT support phone queue, responding to incoming calls and ensuring users receive timely assistance.
  • Receive, document, prioritize, update, and resolve incidents and service requests in ServiceNow.
  • Assess the scope, impact, and urgency of reported issues and escalate tickets to the appropriate IT support teams when necessary.
  • Track assigned incidents and requests through resolution and maintain clear, accurate ticket documentation.
  • Diagnose and troubleshoot desktop and laptop hardware, operating systems, software, printers, peripherals, and connectivity issues.
  • Provide support for iOS and Android mobile devices.
  • Troubleshoot basic to intermediate LAN, WAN, VPN, wireless, and network printing issues prior to escalation.
  • Configure, install, deploy, and support computers, hardware, software, and peripheral devices.
  • Assist with new hire technology setup and other user access or equipment needs.
  • Coordinate with vendors and service providers to diagnose and resolve hardware and technology-related issues.
  • Maintain a working knowledge of desktop, network, and server environments to effectively identify and troubleshoot technical issues.
  • Participate in the on-call rotation as required.
  • Proactively engage with laboratory and administrative personnel to build strong, trusted working relationships.
  • Follow applicable safety, security, confidentiality, and regulatory requirements.
  • Provide technical guidance and system education to new and existing employees as needed.
  • Communicate technical information clearly to users with varying levels of technical knowledge.
  • Deliver responsive, customer-focused support and help build user confidence in IT services and solutions.
  • Maintain current technical knowledge through ongoing learning, documentation, training, and continuing education.
  • Configure and prepare desktops, laptops, and peripherals for deployment.
  • Diagnose hardware failures and perform or coordinate repairs and component replacement when appropriate.
  • Support inventory and lifecycle management activities for IT equipment and peripherals.
  • Perform routine maintenance and support activities for assigned systems and equipment.
  • Participate in IT projects, technology deployments, upgrades, and process improvement initiatives.
  • Identify opportunities to improve support processes, documentation, and the overall user experience.
  • Perform other duties as assigned.
  Now Skills:

  Skills & Abilities

  • Strong troubleshooting and problem-solving skills with the ability to identify root causes and determine appropriate solutions.
  • Strong customer service and interpersonal skills, with the ability to build effective working relationships with users, peers, vendors, and leadership.
  • Ability to communicate technical information clearly to both technical and non-technical users.
  • Experience using ServiceNow or a comparable IT service management platform to manage incidents and service requests.
  • Working knowledge of IT service management principles, including incident, request, escalation, and resolution processes.
  • Ability to prioritize multiple incidents and requests based on business impact and urgency.
  • Ability to work independently and complete responsibilities with minimal supervision.
  • Strong attention to detail and documentation skills.
  • Ability to adapt to changing technology, processes, priorities, and business needs.
  • Strong organizational and time-management skills.
  Now Requirements (Required Job Qualifications):

  Requirements

  • Minimum of 2 years of experience providing IT support in an enterprise environment.
  • Experience using ServiceNow or a comparable IT service management/ticketing platform.
  • Strong understanding of IT service management concepts, including incident and service request management.
  • Working knowledge of Windows operating systems, desktop and laptop hardware, software applications, printers, peripheral devices, and iOS and Android mobile devices.
  • Experience troubleshooting desktop, application, hardware, network connectivity, and peripheral-related issues.
  • Working knowledge of LAN, WAN, VPN, and wireless network connectivity.
  • Ability to install, configure, troubleshoot, and support end-user hardware and software.
  • Strong customer service, communication, analytical, and troubleshooting skills.
  Now Qualifications (Preferred):

  Qualifications

  • Associate degree in Information Technology, Computer Science, or a related field, or relevant IT certifications.
  • Experience supporting IT operations in a healthcare, laboratory, or other regulated environment.
  • Experience with enterprise application, endpoint, or device support.
  We should also include Job Category maybe as part of About the role or separate? Could add a short paragraph:

  Job Category: Information Technology

  under