Service Desk Technician III

OneOncology • Charleston, SC

8d • Remote

About The Position

The Service Desk Technician III is a mid-level Tier 2 resource on OneOncology’s Service Desk, which is the primary point of contact for technology-related issues and service requests. The role handles moderately complex incidents, receives escalations from junior staff, and owns designated restricted technical areas over sustained periods. It represents the IT team to internal stakeholders and contributes to improving Service Desk processes, knowledge, and standards.

This is a full-time remote position. Candidates must reside in or near North Charleston, West Ashley, Summerville, or Mount Pleasant, South Carolina, and be able to travel within these areas as needed. The role participates in a 24x7 on-call support rotation and may require occasional travel to practices in the North Charleston area.

Requirements

• High school diploma or GED.
• Two to four or more years of service desk or enterprise IT support experience.
• Advanced troubleshooting across multiple technologies, including endpoint, identity, and productivity platforms.
• Strong analytical and incident/problem-management skills.
• Ability to lead without authority and coach and mentor teammates.
• Excellent communication with technical and non-technical users.
• Ability to develop procedures, knowledge articles, and standards.
• Advanced technical expertise in Active Directory, Microsoft 365, and networking fundamentals.
• Attendance is an essential job function.
• Must reside in or near North Charleston, West Ashley, Summerville, or Mount Pleasant, South Carolina, and be able to travel within these areas as needed.

Nice To Haves

• A college degree in a relevant field.
• Experience with ServiceNow, Active Directory, Microsoft 365, Okta, and NinjaOne.
• Healthcare-related experience.
• ITIL Foundation or Microsoft certifications.

Responsibilities

• Resolve moderately complex Tier 2 incidents and service requests independently.
• Serve as the first escalation point for Service Desk Technician I and II teammates.
• Own designated restricted technical areas, such as specific applications, identity tools, or practice-specific systems, over sustained periods.
• Perform root-cause analysis on recurring issues and contribute to problem records.
• Mentor Tier 1 technicians and support knowledge base contribution and quality.
• Coordinate with IT Operations, End User Computing, and Field Operations on hand-offs and cross-functional work.
• Contribute to and refine ticket processes, workflows, and documentation.
• Participate in a 24x7 on-call support rotation.
• Travel occasionally to practices within the North Charleston area as needed.
• Perform additional responsibilities as assigned to help drive the mission of improving the lives of everyone living with cancer.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED