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Technical Services Analyst

Sonic Healthcare USA the parent company of East Side Clinical Laboratory, a leader in the medical laboratory industry, is seeking an experienced Technical Services Analyst full-time to come join and be a part of our exciting, growing team!  

Position Summary:  

Technical Services Analysts provide phone and service request support for computer and network users.  Analysts perform daily system housekeeping duties such as backups, hardware setups and basic hardware/software maintenance, troubleshooting and daily log check sheets updates. Analysts should be familiar with cabling practices and be able to perform basic network cabling tasks including terminating cables, running cables in the ceiling, and creating drops in the wall. Analysts also perform operational support duties as described by department management. 

Oversee the staff and be the liaison between the Lab and Staff. To keep the staff on track of the current projects and help desk request. To make sure that the current projects, help desk request are getting done in a timely matter. Make sure ALL help desk request are recorded in Sonic’s Help Desk application and are updated.

In addition to normal duties, staff member will be expected to assist other analysts in prioritizing workflow processes to better meet the needs of the lab.  Will also be involved in SOP and workflow procedures to increase efficiency of the team and update CAP documentation.

Analysts will be expected to troubleshoot user security, computer hardware and software, network and connectivity, and system deployment issues in the context of a laboratory information setting.

Principle Responsibilities:

  • Oversee the staff and be the liaison between the Lab Staff and IT Staff.
  • To keep the IT staff on track of their projects and help desk request. To make sure that the current projects, help desk request are getting done in a timely matter.
  • Identifies and learns appropriate software and hardware used and supported by lab.
  • Provides technical support to internal staff, field service representatives and laboratory clients in order to ensure efficiency in the systems software.
  • Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Fields incoming help requests from end users via telephone, e-mail and walk in, in a courteous manner.
  • Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Prioritizes and schedules problems. Escalates problems (when required) to the appropriately experienced technician or group.
  • Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Test fixes to ensure problem has been adequately resolved.
  • Evaluates documented resolutions and analyze trends for ways to prevent future problems.
  • Support, configure, maintain and update Windows servers and storage devices.
  • VMware knowledge.
  • Develops help sheets and frequently asked questions lists for end users.
  • Traveling is required to other locations.
  • Running, terminating, and testing network, data, and voice cables.


Required Knowledge, Skills, and Abilities:

  • Experience configuring and maintaining telecommunication systems.
  • Configure and troubleshoot network problems.
  • Support, configure, maintain and update Windows servers and storage devices.
  • VMware knowledge.
  • Work with Windows in a network setting including but not limited to network printers, file shares, and basic Active Directory functions.
  • Experience using and troubleshooting various versions of the Microsoft Office suite.
  • Experience with troubleshooting principles, methodologies, and issue resolution techniques.
  • Develop and interpret technical documentation for training and end user procedures.
  • Knowledge of trends in technology relating to software applications.
  • Excellent written, oral, interpersonal, and presentational skills.
  • Conduct research into software development and delivery concepts, as well as technical application issues.
  • Present ideas in business-friendly and user-friendly language.
  • Absorb new ideas and concepts quickly.
  • Effectively prioritize and execute tasks in a high-pressure environment.
  • Communicate effectively, efficiently, and courteously with end users while supporting them in person or on the phone.
  • Work effectively in a team oriented setting.
  • Knowledge and experience running networking cables.
  • Certification and testing standards for data connections.
  • Understanding of Cisco networks including LAN/Wireless configuration and troubleshooting. 

Preferred Skills

  1. Knowledge of Healthcare Information Technology. CAP, HIPPA
  2. Perform basic network cabling tasks including terminating cables
  3. Experience configuring and maintaining telecommunication systems.
  4. Support, configure, maintain and update Windows servers and storage devices.
  5. Software and hardware trouble shooting skills.
  6. Knowledge of laboratory/clinical information systems.

Education, Licensure, Certification:

2 year degree in the field of computer science, information systems, information technology, and/or 5 years equivalent work experience.
Microsoft certifications preferred.
Must have a valid driver’s license.

Physical Demands:

  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
  • Occasional lifting and transporting of moderately heavy objects, such as computers and peripherals up to 50lbs.
  • Occasional extended periods of driving.
  • Occasionally climbing ladders and working inside the ceiling space for periods of time.

Working Conditions:

Analysts will be expected to work an 8 hour shift during the day, (8:30 a.m. to 5:00 p.m.) but are also expected to be on call to support any emergency situations at the laboratory facility, as it is a 24 hour lab. Staying later than your shift would normally end may be required on occasion to resolve any critical issues. Some travel is also expected as analysts will provide remote and on-site support to our remote locations and client locations with hardware.



ESCL is an Equal Opportunity and an Affirmative Action Employer

“All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, national origin, age, disability or protected veteran status.  East Side Clinical Laboratories takes affirmative action in support of its policy to advance in employment individuals who are minorities, women, protected veterans, and individuals with disabilities.”


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