Tech Analyst II

Role Summary:  

The Service Desk at OneOncology serves as the primary point of contact for all technology-related issues. Reporting to the Director, Service Delivery, the Tech Analyst II is a key technical resource responsible for responding to end-user desktop incidents and service requests reported to the Service Desk. Technology Analysts interact effectively with users and serve as a critical communication link between customers and the Technology organization. In addition, they help represent the Service Desk to internal stakeholders and contribute to the continuous development and improvement of Service Desk processes and services. 

This is an onsite role in Nashville, TN.

Responsibilities:  

• Operations of the day-to-day components of the OneOncology Service Desk. This includes, but is not limited to, trouble ticket resolution, technical customer service, and response to other items related to technology operations.  

• Responds to and resolves requests for assistance with computer systems and provides superior customer support experiences for users.  

• Logs and tracks problems; proactively maintains problem tracking databases as part of the problem resolution process.  

• Trouble-shoot and escalate customer issues for which tier 1 Service Desk is unable to resolve and helps guide tier 1 to resolution when possible.  

• Determines appropriate technical area or vendor to resolve problems and coordinate with other technical areas as needed.  

• Partners with product owners to ensure root cause analyses and elimination of service disruptions.  

• Provide feedback and updates to customers and other appropriate Teammates from start through resolution of enterprise-wide technology issues.  

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

• Helps to plan, test, and implement platform upgrades and maintenance in partnership with product owners.  

• Define and implement continuous improvements to the service platform while identifying opportunities to leverage automation.  

• Create standards and procedures to support service desk platform and processes.   

• Participation in on-call support as needed.  

• Occasional travel, as needed.   

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

Required or Preferred Qualifications: 

• Bachelor’s degree in information systems or healthcare related field is preferred   

• Highschool diploma or GED is required.   

• 3 – 5 years of recent experience in an IT role, service desk, and helpdesk   

• Healthcare related experience is a plus   

• ITIL certifications is a plus   

• Basic certification in A+ and Microsoft Products is preferred; education and/or demonstrated experience may be substituted  

Essential Competencies:  

• Proven experience with IT Service Management transformation and continuous improvement initiatives.  

• Knowledge and understanding of best practices for service management.  

• An ability to think critically about systems and adjust as needed.  

• Proven experience of incident analysis, problem management, and the ability to sustainably remove inefficiencies in the support process  

• Proven experience of change management and the ability to qualitatively introduce updates to the technology operating environment  

• Strong communication skills, including the ability to be influential and persuasive with stakeholders.  

• An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the Service Desk  

• An ability to recognize service gaps and fill in as a utility player as necessary to complete work and close tickets when service requests spike or service desk resource availability is low  

• Attendance is an essential job function.