Field Support Technician II

OneOncology

2d•Onsite

About The Position

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. 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. OneOncology's Field Operations team delivers onsite technology support to our practices, serving as the face of IT and the trusted local owner of technology at the point of patient care. Field Support Technicians are accountable for the day-to-day technology health of their assigned site and work in close partnership with the centralized Service Desk, End User Computing, and IT Operations teams to keep clinicians and staff productive. The Field Support Technician II is an experienced onsite role that independently owns day-to-day IT support for an assigned practice, including troubleshooting, hardware setup, IT request fulfillment, physical environment upkeep, and project work. At smaller practices the role operates as the sole onsite technician and single point of contact for practice leadership; at larger practices it works within a managed field team under a lead technician or manager. The ideal candidate is highly resourceful, exercises sound independent judgment with minimal supervision and brings a strong customer service orientation to every interaction in a live clinical setting. This role is full-time onsite supporting practice locations in and around the Orange County, Southern LA, CA areas.

Requirements

Proven experience resolving onsite hardware, software, and networking issues in a business environment.
Strong troubleshooting and diagnostic skills, with the ability to prioritize competing walk-up and queued work.
Clear, professional communication with clinical and business users.
Ability to represent IT credibly to practice and clinical leadership and to build trusted working relationships onsite.
Ability to work discreetly and safely in a live clinical setting with patients present, prioritizing patient-care-impacting issues, with awareness of HIPAA and patient privacy.
Proficiency with ticketing systems and remote support tools, and sound incident and problem analysis.
Ability to work independently and own outcomes as the sole onsite IT resource, exercising sound judgment without direct supervision while collaborating remotely with the central team.
Experience with Windows endpoints and standard business applications.
Attendance is an essential job function.

Nice To Haves

Experience with the following is a plus: ServiceNow, NinjaOne, Okta, Microsoft 365, Aruba wireless, and clinical/EMR support.
College degree in a relevant field is preferred.
Healthcare related experience heavily prefered.
Certifications such as A+, Network+, or ITIL Foundation helpful.

Responsibilities

Manage the onsite ticket queue for the assigned practice, including scheduled and walk-up requests.
Independently resolve hardware, software, connectivity, and peripheral issues onsite, using sound judgment and following documentation where available.
Fulfill practice IT requests including new-hire setups, moves/adds/changes, peripheral installs, and printer support.
Own the physical technology environment of the assigned site, including network/IDF closet upkeep, cabling and patch panels, switches, wireless access points, and UPS/power checks.
Support clinical and practice-specific hardware that cannot be serviced remotely, such as label and wristband printers, check-in kiosks, exam room workstations, mobile carts/workstations-on-wheels, scanners, and signature pads.
Serve as the onsite point of contact for practice leadership, providing status updates and acting as the local escalation face for technology issues.
Coordinate and escort onsite vendors, including carriers, circuit and copier/printer technicians, and imaging vendors, and provide smart-hands support on their behalf.
Proactively round the practice floor to identify and address technology issues before they are reported.
Support project work such as small rollouts, hardware refreshes, and EUC lifecycle waves.
Coordinate with the centralized Service Desk on escalations, hand-offs, and after-hours coverage, serving as the local hands for issues the remote team cannot resolve.
Contribute to and maintain practice-specific documentation in the knowledge base and IT Glue.
Partner with End User Computing and IT Operations teams on lifecycle refresh planning and execution.
Participate in hardware onboarding and offboarding for practice users.
Maintain accurate inventory and asset records for the assigned practice.
Participate in on-call support rotation if applicable to the assigned practice.
Occasional travel to other practice sites, if needed.
Additional responsibilities as assigned to help drive our mission of improving the lives of everyone living with cancer.