Sonic Healthcare USA

  • IT Service Technician

    Job Location US-NY-Rye Brook
    Posted Date 2 months ago(1/16/2019 7:12 PM)
    Regular Full-Time
    First shift
  • Overview

    The IT Service Technician provides first line support to internal and external clients for all IT Infrastructure and Application related incidents and requests through request tools, emails and telephone calls. Assigns tickets to the appropriate technology support groups and track them to closure. Advises and assists users in solving problems related to hardware, software, networks and peripherals using available technology. Studies and analyzes systems needs, troubleshoots technical problems and trains users. Advises users on the interpretation of IT reports and report capabilities, limitations, etc. Provides user support, new hire system setups, group metrics and desktop/laptop software evaluations and upgrades. Provides quick response to ensure maximum uptime of all users and performs end user training when necessary.


    Essential Functions:

    • Technical Support:
      • Provide immediate response to technical questions and problems related to hardware, network or application related issues.
      • Quickly determine the scope and urgency of reported problems.
      • Diagnose and troubleshoot problems encountered with personal computer hardware, software and peripherals.
      • Resolve common IT issues remotely or in person.
      • Provide feedback on open issues.
      • Create, resolve and close tickets in a timely manner.
      • Participate on an on-call basis.
      • Configure and install personal computer hardware and peripherals.
      • Provide software installation.
      • Proactive engagement with lab and administrative personnel to build trusting relationships.
      • Adheres to safety, confidentiality and legal requirements.


    • Training & Education:
      • Provide education on systems to all new employees and existing employees as needed.
      • Apply basic understanding of customer service.
      • Ability to work with customers of a widely varying skill level and instill confidence in Information Technology.


    • Inventory & Repairs:
      • Manages inventory of personal computing devices in the asset database for their support area.
      • Performs limited repairs to hardware,
      • Performs limited repairs to hardware, including hard drive, power supply and motherboard replacements, as well as addressing other simple, miscellaneous issues.


    • Special Projects:
      • Participate in process improvement projects.


    • Ability to develop business relationships and communicate effectively with the user community, peers and supervisors.
    • Apply basic knowledge of processes and resources required to perform analytical and technical tasks on a PC systems.
    • Experience with help desk or request tracking software.
    • Experience producing progress reports.
    • 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.




    • Minimum of 1 year experience providing IT Support in an Enterprise environment.
    • Understanding of IT Service Management (Incident and request management).
    • Basic understanding of Windows Operating System, Personal Computer Hardware, applications and peripherals.
    • Basic 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.
    • Basic networking skills (LAN/WAN/VPN)
    • Basic server administrative skills (Physical/Virtual)




    • High School diploma or GED required. Some college or technical school course work related to the Information Technology field a plus.


    Additional Information

    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.
    - Occasional travel required to interact with Division personnel and/or attend meetings or educational training.


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