The Onyx Group - IT Service Center Technician II

Job Title : Service Center Technician II

Weekly Hours : 40 hours / week

Reports to : Coordinator, Service Center

Posting : Internal & External Location : The Onyx Group / Pelham Place-on-site

Position Overview :

We are seeking a skilled Service Center Technician II to deliver prompt and effective technical support to end users. This role involves responding to inquiries related to basic technical issues and providing clear, solution-oriented guidance.

The ideal candidate will possess strong technical knowledge, excellent communication skills, and the ability to clearly understand and explain technical problems. A collaborative mindset, professionalism, and a humble, service-driven approach are essential to success in this role.

Responsibilities :

• Diagnoses and troubleshoots technical issues by applying knowledge of computer hardware, software, and related systems to effectively resolve user concerns.
• Responds to user inquiries via phone and email, providing support for software applications, programming tools, email systems, and operating systems.
• Gathers information to identify the root cause of technical issues, determines whether the problem is hardware- or software-related, and guides users through step-by-step solutions.
• Provide guidance and support to Service Center Technician I team members by assisting with training, mentoring, and addressing technical questions to ensure consistent service quality and knowledge sharing.
• Serve as the first line of escalation for complex or unresolved issues, ensuring timely resolution and minimal disruption to business operations.
• Manages user network accounts, including onboarding and offboarding processes.
• Maintain the management of on-boarding new users, creating and provisioning their accounts.
• Demonstrates a proactive approach to learning and adapting to new technologies and systems.
• Recommends improvements to existing procedures to enhance efficiency and user experience.
• Maintains the highest level of confidentiality, complies with HIPAA regulations, and upholds organizational policies as outlined in The Onyx Group employee handbook.

Required Education, Certifications, and Experience :

Physical Demands : Requires sitting, standing, and walking associated with a normal physician office environment. Ability to be flexible and manage time and multiple tasks with minimal supervision.

Mental Demands : Must be able to assume a wide range of responsibilities, to work with staff who vary in their work styles, and to work under pressure. Must be willing to work irregular / extra hours and travel if necessary. Provide timely response to requests and deadlines. Receive, process, and provide visual and verbal information.

Work Environment : The primary location of this position is a typical office environment. However, the responsibilities may require traveling between facilities, meetings, conferences, trainings, etc. that require an individual to be in various public places.

The Onyx Group is an equal opportunity employer.