Remote Service Desk Lead (Tier 2 IT Support)

OneOncology, LLC; Oregon; Híbrido; USD 60.000 - 95.000; Jornada completa

Descripción de la vacante

OneOncology, LLC is seeking a mid-level Service Desk Technician III for a full-time remote role. Candidates must reside near North Charleston, SC areas and be able to travel locally as needed.

The position focuses on resolving Tier 2 incidents, mentoring junior staff, and owning designated systems. Strong troubleshooting and communication skills are essential to support our physician-driven, technology-powered oncology network.

Formación

• Advanced troubleshooting across multiple technologies including endpoint, identity, and productivity platforms.
• Strong analytical and incident/problem-management skills.
• Leadership without authority; ability to coach and mentor teammates.
• Excellent communication with technical and non-technical users.
• Ability to develop procedures, knowledge articles, and standards.
• Experience with ServiceNow, Active Directory, Microsoft 365, Okta, and NinjaOne is a plus.

Responsabilidades

• Resolve moderately complex Tier 2 incidents and service requests.
• Serve as the first escalation point for Service Desk Technician I and II teammates.
• Own designated restricted technical areas (specific applications, identity tools, practice-specific systems) over sustained periods.
• Perform root-cause analysis on recurring issues and contribute to problem records.
• Mentor Tier 1 technicians and support knowledge base contribution and quality.
• Coordinate with IT Operations, End User Computing, and Field Operations on hand-offs and cross-functional work.
• Contribute to and refine ticket processes, workflows, and documentation.
• Participate in 24x7 on-call support rotation.
• Occasional travel to practices within the North Charleston area, as needed.
• Additional responsibilities as assigned to help drive our mission of improving the lives of everyone living with cancer.

Conocimientos

Advanced troubleshooting

Endpoint troubleshooting

Incident & problem management

Mentorship / leadership without auth

Excellent communication

Procedures & knowledge articles

Educación

High school diploma or GED

Herramientas

ServiceNow

Active Directory

Microsoft 365

Okta

NinjaOne

Descripción del empleo

OneOncology, LLC is seeking a mid-level Service Desk Technician III for a full-time remote role. Candidates must reside near North Charleston, SC areas and be able to travel locally as needed.

The position focuses on resolving Tier 2 incidents, mentoring junior staff, and owning designated systems. Strong troubleshooting and communication skills are essential to support our physician-driven, technology-powered oncology network.