Job Functions, Duties, Responsibilities and Position Qualifications:

We're not just a workplace - we're a Great Place to Work certified employer!

Proudly certified as a Great Place to Work, we are dedicated to creating a supportive and inclusive environment. At Sonic Healthcare USA, we emphasize teamwork and innovation. Check out our job openings and advance your career with a company that values its team members!

Position Summary

Lead and support the daily operations of our IT service desk. This role involves providing advanced technical support, mentoring junior technicians, and ensuring timely resolution of complex IT issues. The ideal candidate will possess a strong technical background, exceptional problem-solving abilities, and a commitment to delivering outstanding user experiences.

Location: Aiea, HI (100% onsite)

Days: Monday - Friday

Hours: 8am to 4:30pm

Full Time/Benefit Eligible

Key Responsibilities

• Serve as the escalation point for complex technical issues unresolved by Tier 1 and Tier 2 support staff.
• Provide hands-on support for desktops, laptops, mobile devices, printers, and other end-user hardware.
• Manage incidents and service requests through ticketing systems, ensuring SLAs are met
• Support and troubleshoot Windows/Mac operating systems, Microsoft 365, VPNs, and enterprise applications.
• Lead root cause analysis and implement long-term solutions for recurring problems.
• Create and maintain technical documentation, procedures, and knowledge base articles.
• Assist in onboarding/offboarding processes, including account setups, permissions, and hardware deployments.
• Collaborate with other IT teams (e.g., network, security, systems) to resolve cross-functional issues.
• Mentor and train junior service desk technicians, fostering technical and professional growth.
• Participate in IT projects, including software rollouts, hardware upgrades, and process improvement initiatives.
• Monitor and report on help desk performance, trends, and user satisfaction.
• Other job related duties as assigned.

Qualifications

• 3–5+ years of experience in IT support, including Tier 2/3 service desk roles.
• Strong knowledge of Windows and macOS operating systems, Microsoft 365, Active Directory, and remote support tools.
• Familiarity with ITIL practices and service desk best practices.
• Experience with ticketing systems (e.g., ServiceNow, Jira Service Desk, Freshservice).
• Excellent communication, organizational, and customer service skills.

Preferred

• IT certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or similar.
• Experience in scripting (e.g., PowerShell) or endpoint management tools (e.g., Intune, SCCM).
• Background in a high-demand or enterprise-level support environment.

Scheduled Weekly Hours:

Work Shift:

Job Category:

Company:

Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.