Remote Tier-2 Service Desk Technician - Senior & Mentorship

OneOncology, LLC; Nashville (TN); Remote; USD 60,000 - 85,000; Full time

Job summary

OneOncology, LLC is seeking a Service Desk Technician III to handle moderately complex Tier 2 incidents and service requests. You will mentor junior staff, own restricted technical areas, and drive problem solving through root-cause analysis.

This full-time remote role requires proximity to the NC/SC travel areas yet supports a flexible work model. The role emphasizes strong communication, collaboration with IT, and ongoing knowledge-base improvements to support clinicians and staff in cancer

Qualifications

• Advanced troubleshooting across multiple technologies including endpoint, identity and productivity platforms.
• Strong analytical and incident/problem-management skills.
• Excellent communication with technical and non-technical users.

Responsibilities

• Resolve moderately complex Tier 2 incidents and service requests independently.
• Serve as the first escalation point for junior technicians.
• Own designated restricted technical areas and perform root-cause analysis.
• Mentor Tier 1 technicians and contribute to knowledge base quality.
• Coordinate with IT Operations and Field Ops on hand-offs and workflows.
• Participate in 24x7 on-call support rotation.

Skills

Advanced troubleshooting

Endpoint management

Identity platforms

Productivity platforms

Mentorship

Excellent communication

Procedures & standards

Education

High school diploma or GED

College degree preferred

Tools

ServiceNow

Active Directory

Microsoft 365

Okta

NinjaOne

Job description

OneOncology, LLC is seeking a Service Desk Technician III to handle moderately complex Tier 2 incidents and service requests. You will mentor junior staff, own restricted technical areas, and drive problem solving through root-cause analysis.

This full-time remote role requires proximity to the NC/SC travel areas yet supports a flexible work model. The role emphasizes strong communication, collaboration with IT, and ongoing knowledge-base improvements to support clinicians and staff in cancer