Technical Support Specialist II

Caris Life Sciences is searching for a Technical Support Specialist II to support on‑site and remote tech support for hardware, software, and components across the enterprise.

The Technical Support Specialist II ensures hardware, software, and components continue to perform optimally for onsite and remote users. The role supports sales, laboratory operations, researchers, and other teams, providing immediate solutions, documentation, and coordination to maintain deployment and support efficiency in a fast‑paced environment. As a level II, you will serve as a subject matter expert for junior technicians.

• Provide exceptional customer service and support, keeping communications fluid throughout support and troubleshooting.
• Effectively configure, support, troubleshoot, and prioritize all service requests and incidents.
• Maintain accurate and detailed documentation in Service Now ITSM Suite of incidents and problems, including steps taken during analysis and resolution/restoration.
• Assist in building and maintaining architectural runbooks, hardware and software refresh life cycles, and maintenance and support contracts.
• Answer questions about installation, usage, and training of hardware and software products.
• Learn on the job, including unfamiliar software applications.
• Shift between projects/tasks to keep up with workload.
• 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.
• Triage service management incidents, determine impact and urgency, and prevent outages using knowledge‑base articles.
• Participate in occasional off‑hours work such as installations and regular on‑call rotation for outages and escalations.
• Serve as the team lead when the Lead is unavailable.
• Coordinate and drive processes to identify operational problems with assigned systems and resolve them promptly.
• Transition between supporting different platforms such as lab operations, AV, smart‑hands networking, telecom, and cloud‑hosted environments.

• High school diploma or equivalent.
• Minimum of 5 years of end‑user support, including Microsoft O365, Azure Virtual Desktop, and MAC operating systems.
• Ability to work in a fast‑paced, transformational environment on short‑term and long‑term projects.

• Associate degree or higher from an accredited institution.
• Bachelor’s degree in computer science or a related technology field.
• Experience with JAMF, SCCM, Azure, Intune, and Auto Pilot.
• Experience working in a healthcare environment.
• Experience supporting a large user base (1700+).

• Sit, stand, and work at a computer for long periods of time.
• May encounter blood‑borne pathogens, extreme temperatures, high noise levels, fumes, and biohazardous chemicals, including formalin.
• Occasional lifting of items up to 35 lbs when installing IT equipment.

• All job‑specific, safety, and compliance training will be assigned based on job functions.

Conditions of Employment:
The individual must successfully complete a pre‑employment process, which includes criminal background check, drug screening, credit check (where applicable), and reference verification.

Caris Life Sciences is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, or disability status.