Sonic Healthcare USA

Technical Services Analyst II

Job Location US-TX-Austin
Posted Date 5 days ago(2/13/2018 7:18 PM)
Regular Full-Time
First shift


The IT Analyst II assists in maintaining the mission critical systems and applications of clinical laboratories. Participates with teams of the Department of Information Technology in activities including development, project implementation, data-mining, operations and maintenance of clinical laboratories information systems. Provides support to clinical laboratories systems’ by troubleshooting, maintaining, monitoring, modifying and documenting updates to system software and processes. Works extensively with internal and external customers (business partners and vendors) and maintains open lines of communication to provide quality customer service to ensure high satisfaction IT services. The IT Analyst II is involved in the IT business process and participates in build sessions, provides input regarding vendor-proposed hardware and software additions and changes.


Essential Functions:

  • Systems Operation and Maintenance:
    • Project assignments will be of broader focus, larger in scale and/or involve advanced systems analysis and development functions.
    • Maintains the equipment and devices used by the systems to the satisfaction of the clients.
    • Performs operation maintenance on the mission critical systems (i.e., backup, cleaning, etc.).
    • Maintains hardware, software inventory and accurate documentation.
    • Adheres to safety, confidentiality, compliance, and legal requirements.
    • Troubleshoots application errors or applications not operating as identified in IT requests,
    • Identifies and monitors potential operational malfunctions and programming errors.
    • Follows up on failed system checks, on call response or assigned service desk tickets.
    • Supports applications by analyzing system issues, monitors applications, updates databases and validates that changes/updates have been applied.
    • Proactively supports applications to determine current and future needs conferring with necessary parties, and ensures changes to critical business areas are accurate and functioning properly.
    • Refines and gains working knowledge through supervision and experience.
    • Ability to correctly install and maintain computer hardware and software.
    • Solves hardware and software problems in a logical manner.
    • Possesses overall knowledge of business workflow and design.
    • Maintains awareness of business needs and impact of IT projects on the business.
    • Participates in process sessions and information gathering for business cases, technical specifications, training plans and project roll outs.


  • Training & Education:
    • Assists in training users on proper operation of equipment and use of basic systems functions.
    • Maintains professional/technical knowledge by reading professional publications and attending continuing education seminars and classes.


  • End-User Support:
    • Provides immediate response to technical questions and problems related hardware, network, and application related issues.
    • Follows up on all problems associated with the output and prints to the clients.
    • Documents requests and incidents in IT ticketing and tracking system.
    • Provides timely and appropriate responses to IT requests as prioritized on assigned service desk tickets ensuring that client (internal and external) needs are addressed and escalated are appropriate.
    • Acts as a liaison between IT and business units maintaining open lines of communication, providing training and after hours support as needed.
    • Interacts with users, and provides clear and useful instruction and training; or obtains necessary information to correct production problems on a timely basis.
    • Interacts with clients, both internal and external, to supply basic information.
    • Communicates proactively and effectively with team members, team leads, project managers, software developers, user personnel and management staff.
    • Provides after-hour support of IT users as assigned.
    • Occasional travel to various worksites (hospital labs, patient service centers, etc.) may also be required, depending on assignment.


  • Special Projects:
    • Participate in process improvement projects.


  • Strong ability to develop business relationships and communicate effectively with the user community, peers and supervisors.
  • Excellent organizational skills.
  • Excellent and proven problem-solving and decision-making skills.
  • Strong knowledge of desktops, servers, printers, terminal servers, Xerox Document Management, Telecommunication, telecommunications systems, fax servers, and network devices and ability to identify problems and fixes.
  • Knowledge of standard business applications (ie. Microsoft Excel, Outlook, Word).
  • Possesses basic knowledge of computer hardware and software operations and capabilities.
  • General knowledge of computer application troubleshooting.
  • Knowledge of clinical laboratory information technology department standards and policies.
  • Applies basic knowledge of processes and resources required to perform analytical and technical tasks.
  • Works effectively with others to accomplish goals.
  • Ability to use data and logic to quickly find solutions to difficult challenges.
  • Adheres to schedules and agendas and respects others’ time.
  • Adjusts effectively to new work demands, processes, structures and cultures.


Other Functions:

  • Perform other duties as assigned.



  • Bachelor's Degree in biological, laboratory or computer sciences or equivalent IT certification(s).
  • Basic knowledge of system development methodology, project management, system architecture an analytical/problem solving skills.
  • Must be able to balance high quality standards with schedule pressures and demanding environment.
  • Must be a resourceful self-starter, flexible, pro-active, solution-oriented and customer-oriented.



  • 3 years’ experience in IT related areas preferable.


License Certification:

  • N/A


Physical Capabilities:

  • Light to moderate physical effort (lift/carry up to 50 lbs.)
  • Occasional reaching, stooping, bending, kneeling and crouching.
  • Occasional carrying, pushing, and pulling of objects.
  • Frequent, prolonged standing/sitting/walking.
  • Extensive computer work.
  • Frequent use of telephone and fax.


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