Tech Analyst II

OneOncology•Owings Mills, MD

1d•Onsite

About The Position

OneOncology is positioning community oncologists to drive the future of cancer care through a patient-centric, physician-driven, and technology-powered model to help improve the lives of everyone living with cancer. 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, 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 community oncologists and the patients they serve.

Requirements

3 – 5 years of recent experience in an IT role, service desk, and helpdesk
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.
Strong knowledge of hardware, software, and network troubleshooting.
Strong technical ability with working knowledge of MS Servers
Able to successfully multitask and prioritize service issues.
Experience with remote management of client computers and servers.
Strong knowledge for performing: Active Directory
Microsoft 365 user administration
Attendance is an essential job function.

Nice To Haves

Bachelor’s degree in information systems or healthcare related field is preferred
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
Azure Cloud experience a plus

Responsibilities

Travel between assigned practice locations to deliver prompt, in-person IT support for hardware, software, networking, and clinical systems.
Respond rapidly to emergency or escalated technical issues at practice sites, keeping stakeholders informed and ensuring minimal disruption to patient care.
Deliver end-user support by resolving service desk tickets both on-site and remotely, assisting with hardware, software, and network issues, and escalating when necessary to ensure timely resolution and user productivity.
Coordinate with other technical teams or vendors to resolve complex issues, ensuring effective cross-functional collaboration.
Keep customers and teammates updated consistently from initial ticket submission through resolution of the technology issues.
Maintain documentation in ServiceNow & ITGlue.
Successfully follow established protocols, processes and policies as outlined and presented by leadership via email, training material and team meetings
Log and track problems; proactively maintaining problem-tracking databases as part of the resolution process.
Trouble-shoot and escalate customer issues for which Support Analysts are unable to resolve.
Additional responsibilities as assigned to help drive our mission of improving the lives of everyone living with cancer.