Lead Field Support Technician

The Lead Field Support Technician will report to OneOncology’s Manager, IT Field Operations.  As part of OneOncology’s technical support team, this role will act as an IT department Team Lead for a partner practice of OneOncology. The Lead Field Support Tech is tasked with assuring excellent IT service while being customer facing and must demonstrate unparalleled customer service. You will represent the OneOncology IT team and service desk at the practice. This role will play a critical part within the onsite IT Team, providing support for escalated issues and contributing to key projects.   

This is a full-time, onsite position in Jacksonville, FL.  

Responsibilities:  

• Architects and implements technical projects in alignment with practice goals.  

• Provide all IT support for the practice. This includes, but is not limited to: technical customer service, resolving escalated tickets, and other items related to practice IT operations and projects.  

• Responds to and resolves requests for assistance with computer systems and provides superior customer support ("white glove") experiences for users.  

• Improve practice IT department processes and procedures.  

• Ensures service support processes, procedures, SLA's, performance metrics and service quality align with and exceed practice expectations.   

• Provides technical support for clinical technology projects, including but not limited to opening of new clinic locations, etc.    

• Documents system configurations, procedures and support activities  

• Provides guidance & mentorship for Tech support staff  

• Collaborate with practice leaders to communicate system updates and ensure IT standards align with needs & expectations.  

• Additional responsibilities as assigned to help drive our mission of improving the lives of everyone living with cancer. 

Required or Preferred Qualifications (specify within): 

• Bachelor’s degree in computer science, IT, or a related field or equivalent work experience.  

• Highschool diploma or GED required.   

• 5 years of experience in systems administration or a related field. 

• Proficiency in backup and recovery solutions.  

• Familiarity with system monitoring tools.   

• Knowledge of patch management practices and tools.  

• Strong problem-solving skills and a proactive approach to system management.  

• Excellent verbal and written communication skills.  

• Relevant certifications (e.g. A+, Microsoft, ITIL) are a plus.  

• Willingness to stay updated with the latest networking technologies and industry trends.  

• Healthcare related experience a plus     

Essential Competencies:  

• Success in leading and managing large, complex projects with multiple phases.  

• Excellent interpersonal, written (grammar, spelling, format), and verbal communication skills.  

• Excellent organizational skills and attention to detail  

• Reliable, fast learner, self-motivated  

• Ability to effectively handle shifting priorities and adapt to changing demands in a dynamic environment  

• Strong knowledge of hardware, software, and network  

• High level understanding of computer systems, telecommunications systems, security, network and systems administration  

• Strong knowledge of practice management principles  

• Excellent leadership and decision-making skills  

• Strong technical ability with working knowledge of MS Servers, SANs, Network Infrastructure  

• Able to successfully multitask and prioritize service issues while working under pressure  

• Strong knowledge of:  

• Active Directory user and group maintenance tasks: Group Policy design, management and troubleshooting; Virtual Environment Management, M365 management and administration, an understanding of various Microsoft Server and related products (VMWare, Remote Desktop Services, etc.); VOIP phone systems (Zoom Phone experience a plus)  

• Attendance is an essential job function.