Senior Service Desk Technician IV - Remote-Eligible

OOCORP OneOncology LLC; United States; Hybrid; USD 70,000 - 90,000; Full time

Job summary

OneOncology is seeking a senior Service Desk Technician IV to handle the most complex Tier 2 incidents and mentor staff. The role reports to the IT Service Desk leadership and supports identity, Microsoft 365, endpoints, and practice-specific platforms.

Based in Nashville, TN, this is a full-time role with remote candidates considered. You will drive knowledge base improvements and contribute to training while participating in on-call rotations.

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.
• Excellent communication with technical and non-technical users.
• Ability to develop procedures, knowledge articles, and technical standards.
• Experience with ServiceNow, Active Directory, Microsoft 365, Okta, NinjaOne, Zoom Contact Center.

Responsibilities

• Resolve the most complex Tier 2 incidents and cross-domain escalations.
• Serve as a senior escalation point across Tier 1 and Tier 2 teams.
• Own multiple advanced technical areas end-to-end (identity, M365, endpoint, practice platforms).
• Lead problem management for recurring or high-impact issues.
• Mentor Tier 1 and Tier 2 technicians and contribute to 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 during the shift.
• Participate in 24x7 on-call rotation.
• Occasional travel, if needed.
• Contribute to our mission of improving lives of patients with cancer.

Skills

Advanced troubleshooting

Analytical skills

Leadership without authority

Communication skills

Procedure development

Multi-tech experience (AD, M365, etc)

Education

High school diploma or GED

College degree preferred

Tools

ServiceNow

Active Directory

Microsoft 365

Okta

NinjaOne

Zoom Contact Center

Job description

OneOncology is seeking a senior Service Desk Technician IV to handle the most complex Tier 2 incidents and mentor staff. The role reports to the IT Service Desk leadership and supports identity, Microsoft 365, endpoints, and practice-specific platforms.

Based in Nashville, TN, this is a full-time role with remote candidates considered. You will drive knowledge base improvements and contribute to training while participating in on-call rotations.