IT Support Technician II

Job Description: Level 2 End User Support Specialist

Position Overview:
We are seeking a knowledgeable and proactive Level 2 End User Support Specialist with strong experience in ServiceNow and IT Asset Management to join our IT team. This role is critical in delivering advanced technical support, managing IT assets, and enhancing service delivery through effective use of our ITSM platform.

Key Responsibilities:

• Provide advanced troubleshooting and technical support for hardware, software, and network-related issues.
• Respond to and resolve escalated support tickets in ServiceNow, ensuring timely and accurate resolution.
• Maintain and update asset records in ServiceNow’s Asset Management module, ensuring data integrity and lifecycle tracking.
• Assist end users with installation, configuration, and maintenance of computer systems and applications.
• Serve as an escalation point for Level 1 Service Desk and collaborate on resolving complex issues.
• Identify recurring issues and contribute to problem management and root cause analysis.
• Create and maintain knowledge base articles and process documentation within ServiceNow.
• Support the development and enforcement of IT policies, procedures, and standards.
• Mentor Level 1 support staff and promote best practices in incident and asset management.
• Collaborate effectively with remote teammates and cross-functional teams.

Technical Skills:

• Hands-on experience with ServiceNow, including Incident, Request, and Asset Management modules.
• Strong understanding of IT Asset Management (ITAM) principles and lifecycle processes.
• Working knowledge of the ITIL framework and its application in service delivery.
• Proficiency in Windows and Mac operating systems.
• Experience with Active Directory and user account management.
• Familiarity with remote support tools and techniques.
• Strong knowledge of Microsoft Office Suite and collaboration tools (MS Teams, BOX, Slack, Zoom, OneDrive).
• Basic understanding of network protocols (TCP/IP, DNS, DHCP).

Preferred Technical Skills:

• Experience with virtualization technologies (e.g., VMware, Hyper-V).
• Familiarity with cloud platforms (Microsoft 365, AWS, Azure).
• Understanding of cybersecurity principles and practices.
• Experience with scripting and automation (e.g., PowerShell, Bash).
• Knowledge of mobile device management (MDM) solutions.

Minimum Qualifications:

• Bachelor’s Degree, Technical Certificate or High School Diploma/GED and equivalent experience. 
• As Passionate Transformers, we find a better way to innovate relentlessly. 
• Being Mission Driven, we consistently deliver on our promises. 
• Our Entrepreneurial spirit makes the most of EVERY opportunity for innovation. 
• Understanding that Relationships Matter creates synergies that yield the greatest benefits for all.
• Intellectually Curious, eager to think deeper to learn and improve.
• In Doing the Right Thing, we lead by example in ALL we do. 

Since 1992, Omnicell has been committed to transforming pharmacy care through outcomes-centric innovation designed to optimize clinical and business outcomes across all settings of care. We strive to be the healthcare provider’s most trusted partner by our guiding promise of “Outcomes. Defined and Delivered.”    Our comprehensive portfolio of robotics, smart devices, intelligent software, and expert services is helping healthcare facilities worldwide to improve business and clinical outcomes as they move closer to the industry vision of the Autonomous Pharmacy.  Our guiding principles inform everything we do:  We are deeply committed to Environmental, Social, and Governance (ESG) initiatives. Our ESG efforts focus on creating an inclusive culture and a healthier world. This includes our Employee Impact Groups, which foster inclusion and belonging, as well as our learning and well-being programs that support personal and professional growth. We also prioritize sustainability in our operations, aiming to reduce our environmental footprint and promote responsible business practices. Join us in transforming the pharmacy care delivery model, making patient care safer and smarter for all.