Support Operations Specialist II

OneImaging is transforming the radiology landscape by providing a concierge approach to medical imaging, connecting patients with a premium network of providers while reducing costs. We are currently expanding our internal IT team and seeking a Tier 2 IT Support Operations Specialist to serve as a key escalation point for complex technical issues, ensuring our growing organization of 300 employees remains fully supported.

Key responsibilities

• Own and resolve escalated tickets from Tier 1, performing root-cause analysis on recurring technical issues.
• Administer identity and access systems, including Google Workspace and endpoint management.
• Configure, image, and deploy hardware while managing device lifecycles and endpoint security.
• Mentor Tier 1 staff by sharing troubleshooting techniques and reviewing complex cases.
• Develop and maintain knowledge base articles and runbooks to improve first-touch resolution rates.
• Collaborate with third-party vendors and internal stakeholders to resolve multi-faceted incidents.

Requirements

• 3+ years of experience in IT support with a focus on Tier 2 or escalation-level troubleshooting.
• Strong proficiency in Windows and macOS desktop support and networking fundamentals.
• Hands-on experience administering Google Workspace or Microsoft 365.
• Proven experience with endpoint management (MDM) and endpoint security protocols.
• Excellent problem-solving skills with a strong commitment to documentation and process improvement.
• Ability to communicate technical concepts clearly to both technical and non-technical team members.

What we offer

• Opportunity to shape the IT support function in a rapidly growing healthcare organization.
• Collaborative environment working within a dedicated and professional IT team.
• Exposure to diverse technical challenges and project-based initiatives.
• Support for professional growth and knowledge sharing within the IT department.