Support Operations Specialist II

OneImaging; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

OneImaging is expanding its internal IT helpdesk and seeks a Tier 2 IT Support Operations Specialist. You will own escalated tickets, perform root-cause analysis, and ensure reliable support as the team scales.

You will administer Google Workspace and endpoint security, manage device lifecycles, and mentor Tier 1 staff while collaborating with the IT leadership on improvements and documentation.

Qualifications

• 3+ years of IT support with Tier 2 escalation experience.
• Strong Windows and macOS troubleshooting with networking basics.
• Hands-on experience administering Google Workspace or Microsoft 365, incl. identity/access management.
• Experience with endpoint management and endpoint security.
• Proficiency with ticketing systems (Linear, Jira, ServiceNow) and solid documentation.
• Excellent problem-solving and independent escalation handling.
• Strong written and verbal communication; able to mentor junior staff.
• Associate’s degree in IT or related field, or equivalent experience.

Responsibilities

• Own escalated Tier 1 tickets and resolve complex hardware, software, network, and access issues.
• Perform root-cause analysis on recurring problems and drive permanent fixes.
• Administer identity and access systems (Google Workspace or Microsoft 365).
• Support and troubleshoot core business applications and vendor-specific software escalations.
• Configure, image, and deploy endpoints; manage device lifecycle and patching.
• Mentor the Tier 1 Specialist and share troubleshooting techniques.
• Build and maintain knowledge base articles and runbooks.
• Coordinate with third-party vendors and internal stakeholders to resolve incidents.
• Contribute to monthly reporting and recurring-problem analysis.
• Support IT projects and process-improvement initiatives.

Skills

Tier 2 escalation

Windows troubleshooting

macOS troubleshooting

Networking fundamentals

Google Workspace administration

Microsoft 365 administration

MDM and endpoint security

Ticketing systems

Documentation

Mentoring Tier 1

Communication skills

Education

Associate’s degree in IT or related field

Tools

Google Workspace

Microsoft 365

Linear

Jira

ServiceNow

MDM tooling

Job description

Radiology is the second most used healthcare service, used by over 51% of the workforce annually. Despite the critical role of radiology in healthcare, the process for undergoing a medical imaging exam has remained unchanged for decades. OneImaging is solving this with a concierge approach and a premium-quality radiology network of over 5,000 vetted providers across 48 states, which also reduces imaging costs by 60-80%. Our solution helps patients and families access essential radiology services at fair prices and without surprise bills, all while delivering immediate savings and ROI for employers and payers on every exam.

About the Role

OneImaging is building out its internal IT helpdesk to support a growing organization of approximately 300employees. We are seeking a Tier 2 IT Support Operations Specialist to serve as the escalation point for complextechnical issues that go beyond first-touch resolution. This role owns root-cause troubleshooting, systems andidentity administration, and the technical depth that keeps our support operation reliable as it scales. You willpartner closely with the Tier 1 Specialist — handling escalations, mentoring on complex tickets, and helpingstandardize how recurring problems are diagnosed and resolved. As a small team of 3, this role will also cover Tier I support as needed. This role reports directly to the Director of IT Operations.

Key Responsibilities

• Own escalated tickets from Tier 1, diagnosing and resolving complex hardware, software, networkconnectivity, and access issues with independent judgment.
• Perform root-cause analysis on recurring problems and partner with the Director to drive permanentcorrective fixes rather than repeat break-fix work.
• Administer identity and access systems, including Google Workspace administration, group and accessmanagement, and endpoint/device management (MDM, Context-Aware Access).
• Support and troubleshoot core business applications, integrations, and vendor-specific softwareescalations.
• Configure, image, and deploy endpoints; manage device lifecycle, patching, and endpoint security incoordination with IT Operations.
• Mentor the Tier 1 Specialist by reviewing closed tickets, sharing troubleshooting techniques, andshadowing on complex issues.
• Build and maintain knowledge base articles, runbooks, and documented escalation paths that raise first-touch resolution rates over time.
• Coordinate with third-party vendors and internal stakeholders to resolve multi-faceted incidents, trackingthem to closure in Linear.
• Contribute to the monthly reporting and recurring-problem analysis the Director produces, surfacing trendsfrom the escalation queue.
• Support IT projects, rollouts, and process-improvement initiatives as the support function matures.

Required Qualifications

• 3+ years of experience in IT support, with demonstrated Tier 2 / escalation-level troubleshooting.
• Strong Windows and macOS desktop troubleshooting skills, plus solid networking fundamentals (DNS,DHCP, VPN, connectivity).
• Hands-on experience administering Google Workspace or Microsoft 365, including identity, access, andgroup management.
• Experience with endpoint/mobile device management (MDM) and endpoint security.
• Proficiency with a ticketing system (Linear, Jira, ServiceNow, or similar) and strong documentation habits.
• Excellent problem-solving skills and the ability to work escalations independently through to root cause.
• Strong written and verbal communication, with the ability to mentor junior staff and explain technicalconcepts to non-technical users.
• Associate’s degree in IT or related field, or equivalent experience; high school diploma or GED required.

Preferred Qualifications

• CompTIA Network+ / Security+, ITIL Foundations, or Google Workspace Administrator certification.
• Scripting or automation experience (PowerShell, Python, or Google Apps Script) to eliminate repetitivesupport tasks.
• Experience supporting a healthcare or other regulated environment, including HIPAA and PHI handling.
• Experience with Slack administration and helpdesk automation tooling (e.g., Linear Asks intake, ClearFeed).
• Prior experience mentoring Tier 1 staff or helping formalize a growing helpdesk function

Equal Employment Opportunity

OneImaging is proud to be an Equal Employment Opportunity employer and values diversity in the workplace. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views, or other applicable legally protected characteristics.

OneImaging is committed to providing accommodations for qualified individuals with disabilities in our recruiting process. If you need assistance or an accommodation due to a disability, you may contact us at [e-mail].