Service Desk Technician IV

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 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 IV is a senior Tier 2 resource handling the most complex incidents, mentoring junior staff, and owning multiple advanced technical areas end-to-end. The ideal candidate brings deep cross-domain troubleshooting expertise, informal leadership, and drives the quality of the team’s technical standards, knowledge, and problem management.

This is a full-time position based in Nashville, TN; however, remote candidates will be considered.

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.

Required or Preferred Qualifications (specify within):

• Advanced troubleshooting across multiple technologies with demonstrated 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.

• Ability to develop procedures, knowledge articles, and technical standards.

• Experience with the following is a plus: ServiceNow, Active Directory, Microsoft 365, Okta, NinjaOne, and Zoom Contact Center.

Essential Competencies:

• High school diploma or GED required; college degree in a relevant field is preferred.

• 5-7 or more years of service desk or enterprise IT support experience.

• Advanced technical expertise across Active Directory, Microsoft 365, and networking fundamentals.

• Healthcare related experience a plus.

• ITIL Foundation or Microsoft certifications preferred.

• Attendance is an essential job function.