Support Operations Specialist II

Radiology is the second most used healthcare service, used by over 51% of the workforce annually. Despite the critical role of radiology in healthcare, the process for undergoing a medical imaging exam has remained unchanged for decades. OneImaging is solving this with a concierge approach and a premium-quality radiology network of over 5,000 vetted providers across 48 states, which also reduces imaging costs by 60-80%.

Our solution helps patients and families access essential radiology services at fair prices and without surprise bills, all while delivering immediate savings and ROI for employers and payers on every exam.

We're building out our internal IT helpdesk to support a fast-growing team of ~300 employees, and we need an escalation-level problem solver to anchor it. As our Tier 2 IT Support Operations Specialist, you'll own the tickets that go beyond first-touch resolution: root-cause troubleshooting, identity and access administration, endpoint management, and the application and data issues that keep a company running.

You'll work alongside our Tier 1 Specialist, mentor on complex issues, and help turn recurring problems into permanent fixes. On a team of three, you'll also jump into Tier 1 when needed. You'll report to the Director of IT Operations.

What You'll Do:

• Own escalated tickets end to end — hardware, software, network, and access issues — with independent judgment.
• Run root-cause analysis on recurring problems and partner with the Director on permanent corrective fixes.
• Query application databases with SQL to investigate data-related tickets and validate fixes.
• Administer Google Workspace identity, groups, and access, plus endpoint and device management (MDM, Context-Aware Access).
• Troubleshoot core business applications, integrations, and vendor software escalations.
• Image, deploy, patch, and secure endpoints across their lifecycle.
• Mentor the Tier 1 Specialist through ticket reviews, shadowing, and shared troubleshooting techniques.
• Build runbooks, knowledge base articles, and escalation paths that raise first-touch resolution over time.
• Coordinate with vendors and internal stakeholders on multi-faceted incidents, tracking everything in Linear.
• Surface trends from the escalation queue for monthly reporting, and support IT projects and rollouts as the function matures.

About you:

5+ years in IT support with proven Tier 2 / escalation-level troubleshooting.

Strong Windows and macOS desktop skills and solid networking fundamentals (DNS, DHCP, VPN, connectivity).

Hands-on administration of Google Workspace or Microsoft 365, including identity, access, and groups.

Experience with MDM and endpoint security.

Working proficiency in SQL — comfortable writing queries to pull records, investigate data issues, and support troubleshooting.

Fluency with a ticketing system (Linear, Jira, ServiceNow, or similar) and strong documentation habits.

The ability to work an escalation independently all the way to root cause.

Clear written and verbal communication, with the patience to mentor junior staff and explain technical concepts to non-technical users.

Associate's degree in IT or equivalent experience; high school diploma or GED required.

Nice to Have:

CompTIA Network+ / Security+, ITIL Foundations, or Google Workspace Administrator certification.

Scripting or automation experience (PowerShell, Python, Google Apps Script).

Experience in healthcare or another regulated environment, including HIPAA and PHI handling.

Slack administration and helpdesk automation tooling (Linear Asks, ClearFeed).

Prior experience mentoring Tier 1 staff or formalizing a growing helpdesk.

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Equal Employment Opportunity:

OneImaging is proud to be an Equal Employment Opportunity employer and values diversity in the workplace. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views, or other applicable legally protected characteristics.

OneImaging is committed to providing accommodations for qualified individuals with disabilities in our recruiting process. If you need assistance or an accommodation due to a disability, you may contact us at talent@oneimaging.com.