Caris Life Sciences
At Caris, we understand that cancer is an ugly word—a word no one wants to hear, but one that connects us all. That’s why we’re not just transforming cancer care—we’re changing lives.
We introduced precision medicine to the world and built an industry around the idea that every patient deserves answers as unique as their DNA. Backed by cutting‑edge molecular science and AI, we ask ourselves every day: What would I do if this patient were my mom? That question drives everything we do.
But our mission doesn’t stop with cancer. We're pushing the frontiers of medicine and leading a revolution in healthcare—driven by innovation, compassion, and purpose.
Join us in our mission to improve the human condition across multiple diseases. If you're passionate about meaningful work and want to be part of something bigger than yourself, Caris is where your impact begins.
Position Summary The Technical Support Specialist II is responsible for diagnosing, supporting, and ensuring that hardware, software, and components for onsite and remote support across the distributed environment are performing at an optimal level. The role supports sales, laboratory operations, and researchers, providing expert judgment and technical solutions in a fast‑paced, rapidly growing setting. As a Level II, you will serve as a subject‑matter expert for junior technicians.
Job Responsibilities
Provide exceptional customer service and support, keeping communications fluid throughout support and troubleshooting.
Configure, support, troubleshoot, and prioritize all service requests and incidents.
Document incidents and problems in ServiceNow ITSM Suite, detailing the analysis and resolution steps.
Assist in building and maintaining architectural runbooks, hardware and software refresh lifecycle, and maintenance contracts.
Answer questions regarding installation, usage, and training of hardware and software products.
Learn on the job, especially software applications that you may not be familiar with.
Shift between projects/tasks to meet workload demands.
Provide regular updates to customers on open issues, including ETA of resolution.
Assist other members of the Information Services department with hardware, software, and network technical assistance as needed.
Timely acknowledgment and triage of service management incidents to determine proper impact and urgency, preventing system outages and updating knowledge‑base articles.
Participate in occasional off‑hours work such as installations, and in on‑call rotation for off‑hours outages and escalations.
Serve as team lead when the lead is unavailable.
Coordinate and drive processes to identify operational problems with assigned systems and resolve them promptly.
Support different platforms such as lab operations, AV, smart‑hands networking, telecom, and cloud‑hosted environments.
Required Qualifications
High School diploma or equivalent.
Minimum of 5 years of end‑user support, including Microsoft O365, Azure Virtual Desktop, MAC OS, and customer service.
Ability to work in a fast‑paced, changing, and transformational environment, addressing both short‑term and long‑term requirements.
Preferred Qualifications
Associate degree or higher from an accredited institution.
Bachelor’s degree in computer science or a related technology field is preferred.
Experience with JAMF, SCCM, Azure, Intune, and Autopilot.
Experience working in a healthcare environment.
Experience supporting 1700+ end users in a fast‑paced environment.
Physical Demands
Must sit, stand, and/or work at a computer for long periods.
May be exposed to blood‑borne pathogens, extreme temperatures, high noise levels, fumes, and bioshazardous materials, including formalin in the lab environment.
Occasional lifting of items up to 35 lbs. is required when installing some IT equipment.
Training
All job‑specific, safety, and compliance training will be assigned based on the job functions associated with this employee.
Conditions of Employment Individual must successfully complete a pre‑employment process, which includes a criminal background check, drug screening, credit check (applicable for certain positions), and reference verification.
This job description reflects management’s assignment of essential functions. Nothing in this description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
EEO Statement 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 status as a qualified individual with a disability.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology
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Position Summary The Technical Support Specialist II is responsible for diagnosing, supporting, and ensuring that hardware, software, and components for onsite and remote support across the distributed environment are performing at an optimal level. The role supports sales, laboratory operations, and researchers, providing expert judgment and technical solutions in a fast‑paced, rapidly growing setting. As a Level II, you will serve as a subject‑matter expert for junior technicians.
Job Responsibilities
Provide exceptional customer service and support, keeping communications fluid throughout support and troubleshooting.
Configure, support, troubleshoot, and prioritize all service requests and incidents.
Document incidents and problems in ServiceNow ITSM Suite, detailing the analysis and resolution steps.
Assist in building and maintaining architectural runbooks, hardware and software refresh lifecycle, and maintenance contracts.
Answer questions regarding installation, usage, and training of hardware and software products.
Learn on the job, especially software applications that you may not be familiar with.
Shift between projects/tasks to meet workload demands.
Provide regular updates to customers on open issues, including ETA of resolution.
Assist other members of the Information Services department with hardware, software, and network technical assistance as needed.
Timely acknowledgment and triage of service management incidents to determine proper impact and urgency, preventing system outages and updating knowledge‑base articles.
Participate in occasional off‑hours work such as installations, and in on‑call rotation for off‑hours outages and escalations.
Serve as team lead when the lead is unavailable.
Coordinate and drive processes to identify operational problems with assigned systems and resolve them promptly.
Support different platforms such as lab operations, AV, smart‑hands networking, telecom, and cloud‑hosted environments.
Required Qualifications
High School diploma or equivalent.
Minimum of 5 years of end‑user support, including Microsoft O365, Azure Virtual Desktop, MAC OS, and customer service.
Ability to work in a fast‑paced, changing, and transformational environment, addressing both short‑term and long‑term requirements.
Preferred Qualifications
Associate degree or higher from an accredited institution.
Bachelor’s degree in computer science or a related technology field is preferred.
Experience with JAMF, SCCM, Azure, Intune, and Autopilot.
Experience working in a healthcare environment.
Experience supporting 1700+ end users in a fast‑paced environment.
Physical Demands
Must sit, stand, and/or work at a computer for long periods.
May be exposed to blood‑borne pathogens, extreme temperatures, high noise levels, fumes, and bioshazardous materials, including formalin in the lab environment.
Occasional lifting of items up to 35 lbs. is required when installing some IT equipment.
Training
All job‑specific, safety, and compliance training will be assigned based on the job functions associated with this employee.
Conditions of Employment Individual must successfully complete a pre‑employment process, which includes a criminal background check, drug screening, credit check (applicable for certain positions), and reference verification.
This job description reflects management’s assignment of essential functions. Nothing in this description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
EEO Statement 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 status as a qualified individual with a disability.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology
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