IT Support Specialist I

Sonora Quest Laboratories is seeking a Technical Coordinator I to support and optimize IT systems that power our software solutions. In this role, you'll coordinate technical activities, manage tickets, and assist with system configuration, testing, and deployment. You'll collaborate with developers, analysts, and business stakeholders to troubleshoot issues, document processes, and ensure smooth delivery of upgrades and enhancements. This position offers exposure to modern tools, mentoring from senior staff, and opportunities to grow into higher-level technical or leadership roles in a collaborative, innovative culture.

Responsibilities

• Coordinate and track technical tickets and service requests using standard ITSM tools

• Support software releases, configuration changes, and environment updates

• Troubleshoot and resolve level 1-2 technical issues or route to appropriate teams

• Assist with system testing, UAT coordination, and validation of fixes or enhancements

• Maintain accurate technical and process documentation

• Monitor system performance indicators and escalate potential issues

• Collaborate with developers, analysts, and business users to clarify requirements and impacts

• Follow change management, incident, and problem management procedures

• Contribute to continuous improvement of support processes and standards

• Provide clear, timely communication to stakeholders on status and resolutions Required Skills

• Technical support

• System administration

• Ticketing systems (e.g., Jira, Service

• Now)

• Software deployment and release coordination

• Basic SQL and database queries

• API and integration basics

• Incident and problem management

• Technical documentation

• Test and UAT coordination

• Change management processes