IT Support Ops Specialist II — Escalations Pro

OneImaging; Miami (FL); On-site; USD 65,000 - 95,000; Full time

Job summary

OneImaging is building out its internal IT helpdesk to support a growing organization of approximately 300 employees. We are seeking a Tier 2 IT Support Operations Specialist to serve as the escalation point for complex technical issues that go beyond first-touch resolution.

This role owns root-cause troubleshooting, identity management, and device management, partnering with Tier 1 and reporting to the Director of IT Operations.

Qualifications

• 3+ years of IT support experience with Tier 2 escalation.
• Strong Windows and macOS troubleshooting skills and solid networking fundamentals.
• Hands-on experience administering Google Workspace or Microsoft 365 including identity, access, and group management.
• Experience with endpoint/mobile device management (MDM) and endpoint security.
• Proficiency with a ticketing system (Linear, Jira, ServiceNow) and strong documentation habits.
• Excellent problem-solving skills and the ability to work escalations independently through to root cause.
• Strong written and verbal communication, with the ability to mentor junior staff.
• Associates degree in IT or related field, or equivalent experience; high school diploma or GED required.

Responsibilities

• Own escalated tickets from Tier 1, diagnosing and resolving complex hardware, software, network connectivity, and access issues with independent judgment.
• Perform root-cause analysis on recurring problems and partner with the Director to drive permanent corrective fixes rather than repeat break-fix work.
• Administer identity and access systems, including Google Workspace administration, group and access management, and endpoint/device management (MDM, Context-Aware Access).
• Support and troubleshoot core business applications, integrations, and vendor-specific software escalations.
• Configure, image, and deploy endpoints; manage device lifecycle, patching, and endpoint security in coordination with IT Operations.
• Mentor the Tier 1 Specialist by reviewing closed tickets, sharing troubleshooting techniques, and shadowing on complex issues.
• Build and maintain knowledge base articles, runbooks, and documented escalation paths that raise first- touch resolution rates over time.
• Coordinate with third-party vendors and internal stakeholders to resolve multi-faceted incidents, tracking them to closure in Linear.
• Contribute to the monthly reporting and recurring-problem analysis the Director produces, surfacing trends from the escalation queue.
• Support IT projects, rollouts, and process-improvement initiatives as the support function matures.

Skills

Windows & macOS troubleshooting

Networking fundamentals

Google Workspace administration

Endpoint security & MDM

Ticketing systems (Linear/Jira/Service

Education

Associate's degree in IT or related field

High School diploma or GED

Tools

Linear

Jira

ServiceNow

Google Workspace

MDM

Job description

OneImaging is building out its internal IT helpdesk to support a growing organization of approximately 300 employees. We are seeking a Tier 2 IT Support Operations Specialist to serve as the escalation point for complex technical issues that go beyond first-touch resolution.

This role owns root-cause troubleshooting, identity management, and device management, partnering with Tier 1 and reporting to the Director of IT Operations.