Remote Service Desk Technician III Tier 2 Lead

OneOncology, LLC; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

OneOncology, LLC seeks a remote Service Desk Technician III to act as a mid‑level point of contact for IT incidents, providing advanced troubleshooting and mentoring junior staff. The role supports a distributed user base and requires clear communication with both technical and non‑technical colleagues.

You will handle moderately complex incidents, own designated areas, participate in on‑call rotations, and travel occasionally to North Charleston area practices as needed.

Qualifications

• 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.

Responsibilities

• Resolve moderately complex Tier 2 incidents and service requests independently.
• 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.

Skills

Advanced troubleshooting

Endpoint management

Identity tools

Productivity platforms

Communication

Mentorship

Education

High school diploma or GED

Bachelor's degree preferred

Tools

ServiceNow

Active Directory

Microsoft 365

Okta

NinjaOne

Job description

OneOncology, LLC seeks a remote Service Desk Technician III to act as a mid‑level point of contact for IT incidents, providing advanced troubleshooting and mentoring junior staff. The role supports a distributed user base and requires clear communication with both technical and non‑technical colleagues.

You will handle moderately complex incidents, own designated areas, participate in on‑call rotations, and travel occasionally to North Charleston area practices as needed.