Service Desk Technician III

OneOncology; 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 is positioning community oncologists to drive the future of medical care through a patient-centric, physician-driven, and technology-powered model to help improve the lives of everyone living with cancer and other diseases. Our team is bringing together leaders to the market place to help drive OneOncology’s mission and vision.Why join us? This is an exciting time to join OneOncology. Our values-driven culture reflects our startup enthusiasm supported by industry leaders in oncology, urology, technology, and finance. We are looking for talented and highly-motivated individuals who demonstrate a natural desire to improve and build new processes that support the meaningful work of independent physicians and the patients they serve.Job Description:The Service Desk at OneOncology serves as the primary point of contact for all technology-related issues, responding to end-user incidents and service requests while acting as a key liaison between customers and the Technology organization. This role represents the IT team to internal stakeholders and contributes to the ongoing improvement and development of the Service Desk.The Service Desk Technician III is a mid-level Tier 2 resource handling moderately complex incidents, receiving escalations from junior staff, and owning restricted technical areas over longer time-based durations. The ideal candidate brings advanced troubleshooting judgment, mentorship instincts, and a continuous-improvement mindset toward processes, knowledge, and standards.This is a full-time, remote position. Candidates must reside in or near North Charleston, West Ashley, Summerville, or Mount Pleasant, South Carolina, and be able to travel within these areas as needed.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.Required or Preferred Qualifications (specify within):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 the following is a plus: ServiceNow, Active Directory, Microsoft 365, Okta, and NinjaOne.Essential Competencies:High school diploma or GED required; college degree in a relevant field is preferred.2 to 4 or more years of service desk or enterprise IT support experience.Advanced technical expertise (Active Directory, Microsoft 365, networking fundamentals).Healthcare related experience a plus.ITIL Foundation or Microsoft certifications preferred.Attendance is an essential job function.