Service Desk Technician II

The Service Desk at OneOncology serves as the primary point of contact for all technology-related issues, responding to end-user incidents and service requests while acting as a key liaison between customers and the Technology organization. This role represents the IT team to internal stakeholders and contributes to the ongoing improvement and development of the Service Desk. 

The Service Desk Technician II resolves Tier 1 tickets, manages escalations, and contributes to service improvements. The ideal candidate operates independently on moderately complex issues, demonstrates strong situational awareness, and maintains a consistently professional demeanor in all interactions. A coachable mindset is essential, enabling continuous growth in technical knowledge, processes, and overall career development. 
 

This is a full-time remote role. While we're hiring remotely, candidates in the Nashville, TN area will work in a hybrid capacity from our headquarters. 

Responsibilities: 

• Resolve Tier 1 incidents and service requests independently, including software, hardware, network, and account issues. 

• Act as a resource for Service Desk Technician I team members, promoting knowledge sharing, process adherence, and continuous improvement. 

• Perform advanced diagnosis and root-cause analysis on recurring issues; contribute to problem records. 

• Provide excellent customer service through both incoming phone calls and the ticketing system to our internal user base. 

• Ensure timely ticket response and resolution against defined SLA and CSAT targets. 

• Triage and escalate customer issues to Tier 2 or Tier 3 teams as necessary, with complete documentation and clear hand-off notes. 

• Maintain accurate documentation, troubleshooting guides, and knowledge base articles for both technicians and end users. 

• Participate in hardware & software setup, onboarding, and offboarding for new and departing OneOncology users. 

• Inventory and Asset Management duties as needed. 

• Participate in 24x7 on-call support rotation. 

• Occasional travel, if needed. 

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

Required or Preferred Qualifications (specify within): 

• Proven experience resolving Tier 1 tickets in an enterprise or MSP environment. 

• Strong troubleshooting and diagnostic skills across Windows, Microsoft 365, Active Directory, and remote support tools. 

• Strong written and verbal communication skills, with the ability to effectively influence and engage stakeholders in a highly remote and phone-intensive work environment. 

• Ability to work independently on complex issues while collaborating effectively with peers and other IT teams. 

• Understanding of ITSM concepts including incident, request, and escalation processes. 

• 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. 

• Experience with the following areas is a plus: ServiceNow, SSO, Okta, Office Applications, and Zoom Contact Center. 

Essential Competencies: 

• High school diploma or GED required; college degree in a relevant field is preferred. 

• 1-3 or more years of recent experience in technology, service desk, or helpdesk support. 

• Experience supporting enterprise environments strongly preferred. 

• Healthcare related experience a plus. 

• Certifications such as A+, Network+, or ITIL Foundation preferred; education and/or demonstrated experience may be substituted. 

• Attendance is an essential job function.