Tech Analyst II

OneOncology; Nashville (TN); On-site; USD 52,000 - 76,000; Full time

Job summary

OneOncology is seeking a Tech Analyst II to join our Nashville on-site Service Desk team. You will respond to end-user incidents, manage requests, and help drive service improvements in collaboration with IT and business stakeholders.

You have 3–5 years of IT service desk experience, a foundational ITIL mindset, and a passion for delivering exceptional customer support in a healthcare-influenced environment. This role emphasizes reliability, communication, and continuous process enhancement.

Qualifications

• 3–5 years of recent IT service desk experience.
• Bachelor degree preferred; HS diploma required.
• ITIL familiarity or certification is a plus.
• Experience with healthcare or regulated environments is a plus.
• Strong communication and customer service skills.

Responsibilities

• Operate day-to-day Service Desk tasks including ticket resolution and user support.
• Provide courteous, effective support for computer systems and software.
• Log problems and maintain problem tracking data for root cause analysis.
• Troubleshoot and guide Tier 1 to resolution, escalating when needed.
• Coordinate with other technical areas and product owners as required.
• Communicate updates to customers and teammates throughout incident lifecycle.
• Support service-delivery goals, SLAs, and quality metrics.
• Assist with platform upgrades and maintenance with stakeholders.
• Identify opportunities to improve service desk processes and automation.
• Participate in on-call support as needed; some travel may be required.

Skills

Customer service

Communication

Critical thinking

Team collaboration

On-call readiness

Education

Bachelor’s degree in information systems

High school diploma or GED

Tools

Microsoft Windows

Microsoft Office

A+ Certification

ITIL Certification

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:

Role Summary:

The Service Desk at OneOncology serves as the primary point of contact for all technology-related issues. Reporting to the Director, Service Delivery, the Tech Analyst II is a key technical resource responsible for responding to end-user desktop incidents and service requests reported to the Service Desk. Technology Analysts interact effectively with users and serve as a critical communication link between customers and the Technology organization. In addition, they help represent the Service Desk to internal stakeholders and contribute to the continuous development and improvement of Service Desk processes and services.

This is an onsite role in Nashville, TN.

Responsibilities

• Operations of the day-to-day components of the OneOncology Service Desk. This includes, but is not limited to, trouble ticket resolution, technical customer service, and response to other items related to technology operations.
• Responds to and resolves requests for assistance with computer systems and provides superior customer support experiences for users.
• Logs and tracks problems; proactively maintains problem tracking databases as part of the problem resolution process.
• Trouble-shoot and elevate customer issues for which tier 1 Service Desk is unable to resolve and helps guide tier 1 to resolution when possible.
• Determines appropriate technical area or vendor to resolve problems and coordinate with other technical areas as needed.
• Partners with product owners to ensure root cause analyses and elimination of service disruptions.
• Provide feedback and updates to customers and other appropriate Teammates from start through resolution of enterprise-wide technology issues.
• Ensures service support processes, procedures, SLA's, performance metrics and service quality align with and exceed customer expectations.
• Helps to plan, test, and implement platform upgrades and maintenance in partnership with product owners.
• Define and implement continuous improvements to the service platform while identifying opportunities to leverage automation.
• Create standards and procedures to support service desk platform and processes.
• Participation in on-call support as needed.
• Occasional travel, as needed.
• Additional responsibilities as assigned to help drive our mission of improving the lives of everyone living with cancer.

Required or Preferred Qualifications

• Bachelor’s degree in information systems or healthcare related field is preferred
• Highschool diploma or GED is required.
• 3 – 5 years of recent experience in an IT role, service desk, and helpdesk
• Healthcare related experience is a plus
• ITIL certifications is a plus
• Basic certification in A+ and Microsoft Products is preferred; education and/or demonstrated experience may be substituted

Essential Competencies

• Proven experience with IT Service Management transformation and continuous improvement initiatives.
• Knowledge and understanding of best practices for service management.
• An ability to think critically about systems and adjust as needed.
• Proven experience of incident analysis, problem management, and the ability to sustainably remove inefficiencies in the support process
• Proven experience of change management and the ability to qualitatively introduce updates to the technology operating environment
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the Service Desk
• An ability to recognize service gaps and fill in as a utility player as necessary to complete work and close tickets when service requests spike or service desk resource availability is low
• Attendance is an essential job function.