Senior IT Service Desk Technician (Tier 2) – Identity & M365

OneOncology; Nashville (TN); On-site; USD 70,000 - 90,000; Full time

Job summary

OneOncology is seeking a Service Desk Technician IV to serve as a senior Tier 2 resource in Nashville, TN, with remote options considered. The role focuses on resolving complex incidents, mentoring junior staff, and owning multiple advanced technical areas end-to-end.

You will drive incident and problem management, and contribute to process improvements. Ideal candidates bring deep troubleshooting skills across AD, M365, identity, networking, and related platforms, plus strong communication with

Qualifications

• Advanced troubleshooting across multiple technologies with depth in at least one specialty.
• Strong analytical and incident/problem-management skills.
• Leadership without authority; ability to coach and mentor teammates at multiple levels.
• Excellent communication with technical and non-technical users.

Responsibilities

• Resolve the most complex Tier 2 incidents and cross-domain escalations.
• Serve as a senior escalation point across both Tier 1 and Tier 2 teams.
• Own multiple advanced technical areas end-to-end (identity, Microsoft 365, endpoint, practice-specific platforms).
• Lead problem management for recurring or high-impact issues.
• Mentor Tier 1 and Tier 2 technicians; contribute to formal training content.
• Drive knowledge base quality and technical process improvements.
• Partner with IT Operations, End User Computing, and Field Operations on cross-functional initiatives.
• Handle support calls from users through Zoom Contact Center throughout the assigned shift.
• 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.

Skills

Advanced troubleshooting

Cross-domain expertise

Incident and problem management

Mentoring/leadership without authority

Excellent communication

Education

High school diploma or GED

Bachelor's degree in a relevant field

Tools

ServiceNow

Active Directory

Microsoft 365

Okta

NinjaOne

Zoom Contact Center

Job description

OneOncology is seeking a Service Desk Technician IV to serve as a senior Tier 2 resource in Nashville, TN, with remote options considered. The role focuses on resolving complex incidents, mentoring junior staff, and owning multiple advanced technical areas end-to-end.

You will drive incident and problem management, and contribute to process improvements. Ideal candidates bring deep troubleshooting skills across AD, M365, identity, networking, and related platforms, plus strong communication with