Service Desk Technician IV

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.