[Hiring] Service Desk Technician III @OneOncology

Role 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 III is a mid-level Tier 2 resource handling moderately complex incidents, receiving escalations from junior staff, and owning restricted technical areas over longer time-based durations. The ideal candidate brings advanced troubleshooting judgment, mentorship instincts, and a continuous-improvement mindset toward 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.

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 (specific applications, identity tools, 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 24x7 on-call support rotation.
• Occasional travel to practices within the North Charleston area, as needed.
• Additional responsibilities as assigned to help drive our mission of improving the lives of everyone living with cancer.

Qualifications

• Advanced troubleshooting across multiple technologies including endpoint, identity, and productivity platforms.
• Strong analytical and incident/problem-management skills.
• Leadership without authority; ability to coach and mentor teammates.
• Excellent communication with technical and non-technical users.
• Ability to develop procedures, knowledge articles, and standards.
• Experience with the following is a plus: ServiceNow, Active Directory, Microsoft 365, Okta, and NinjaOne.

Requirements

• High school diploma or GED required; college degree in a relevant field is preferred.
• 2 to 4 or more years of service desk or enterprise IT support experience.
• Advanced technical expertise (Active Directory, Microsoft 365, networking fundamentals).
• Healthcare related experience a plus.
• ITIL Foundation or Microsoft certifications preferred.
• Attendance is an essential job function.