Senior IT Support & Escalations Specialist

Remote; San Francisco (CA); On-site; USD 75,000 - 110,000; Full time

Job summary

OneImaging is expanding its internal IT helpdesk to support a growing organization of about 300 employees. We seek a Tier 2 IT Support Operations Specialist to own escalated tickets, perform root-cause analysis, and manage identity and access systems.

You will mentor the Tier 1 specialist and help standardize troubleshooting as the team scales. In this role you will build knowledge bases, coordinate with vendors, and contribute to monthly reporting while supporting IT projects and improvements

Qualifications

• 3+ years of IT support experience with escalation responsibility.
• Strong Windows and macOS troubleshooting with solid networking basics.
• Experience administering Google Workspace or Microsoft 365 (identity, access, groups).
• Experience with MDM and endpoint security management.
• Proficient with ticketing systems (Linear, Jira, ServiceNow) and documentation.
• Excellent problem-solving and independent escalation handling abilities.
• Strong written and verbal communication; ability to mentor junior staff.

Responsibilities

• Own escalated Tier 2 tickets and resolve complex hardware, software, network, and access issues.
• Perform root-cause analysis to drive permanent fixes and reduce repeat incidents.
• Administer identity and access systems (Google Workspace, etc.).
• Support and troubleshoot core business applications and integrations.
• Configure, image, and deploy endpoints; manage device lifecycle and security.
• Mentor Tier 1 staff; review tickets and share troubleshooting techniques.
• Build and maintain knowledge bases, runbooks, and escalation paths.
• Coordinate with vendors and stakeholders; track issues to closure in Linear.
• Contribute to monthly reporting and trend analysis of the escalation queue.
• Support IT projects and process improvements as the team grows.

Skills

IT support

Windows troubleshooting

macOS troubleshooting

Networking basics

Google Workspace

MDM management

Ticketing system

Documentation

Mentoring

Communication

Education

Associate’s degree in IT

High school diploma/GED

Tools

Linear

Jira

ServiceNow

Google Workspace Admin

Job description

OneImaging is expanding its internal IT helpdesk to support a growing organization of about 300 employees. We seek a Tier 2 IT Support Operations Specialist to own escalated tickets, perform root-cause analysis, and manage identity and access systems.

You will mentor the Tier 1 specialist and help standardize troubleshooting as the team scales. In this role you will build knowledge bases, coordinate with vendors, and contribute to monthly reporting while supporting IT projects and improvements