Back to jobs

Support Operations Specialist II

Remote

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.

About the Role

OneImaging is building out its internal IT helpdesk to support a growing organization of approximately 300 employees. We are seeking a Tier 2 IT Support Operations Specialist to serve as the escalation point for complex technical issues that go beyond first-touch resolution. This role owns root-cause troubleshooting, systems and identity administration, and the technical depth that keeps our support operation reliable as it scales. You will partner closely with the Tier 1 Specialist — handling escalations, mentoring on complex tickets, and helping standardize how recurring problems are diagnosed and resolved. As a small team of 3, this role will also cover Tier I support as needed.  This role reports directly to the Director of IT Operations.

Key Responsibilities

  •  Own escalated tickets from Tier 1, diagnosing and resolving complex hardware, software, networkconnectivity, and access issues with independent judgment.
  • Perform root-cause analysis on recurring problems and partner with the Director to drive permanent corrective fixes rather than repeat break-fix work.
  • Administer identity and access systems, including Google Workspace administration, group and access management, and endpoint/device management (MDM, Context-Aware Access).
  • Support and troubleshoot core business applications, integrations, and vendor-specific software escalations.
  • Configure, image, and deploy endpoints; manage device lifecycle, patching, and endpoint security in coordination with IT Operations.
  • Mentor the Tier 1 Specialist by reviewing closed tickets, sharing troubleshooting techniques, and shadowing on complex issues.
  • Build and maintain knowledge base articles, runbooks, and documented escalation paths that raise first- touch resolution rates over time.
  • Coordinate with third-party vendors and internal stakeholders to resolve multi-faceted incidents, tracking them to closure in Linear.
  • Contribute to the monthly reporting and recurring-problem analysis the Director produces, surfacing trends from the escalation queue.
  • Support IT projects, rollouts, and process-improvement initiatives as the support function matures.

Required Qualifications

  • 3+ years of experience in IT support, with demonstrated Tier 2 / escalation-level troubleshooting. 
  • Strong Windows and macOS desktop troubleshooting skills, plus solid networking fundamentals (DNS, DHCP, VPN, connectivity).
  • Hands-on experience administering Google Workspace or Microsoft 365, including identity, access, and group management.
  • Experience with endpoint/mobile device management (MDM) and endpoint security.
  • Proficiency with a ticketing system (Linear, Jira, ServiceNow, or similar) and strong documentation habits.
  • Excellent problem-solving skills and the ability to work escalations independently through to root cause.
  • Strong written and verbal communication, with the ability to mentor junior staff and explain technical concepts to non-technical users.
  • Associate's degree in IT or related field, or equivalent experience; high school diploma or GED required.

Preferred Qualifications

  • CompTIA Network+ / Security+, ITIL Foundations, or Google Workspace Administrator certification.
  • Scripting or automation experience (PowerShell, Python, or Google Apps Script) to eliminate repetitive support tasks.
  • Experience supporting a healthcare or other regulated environment, including HIPAA and PHI handling.
  • Experience with Slack administration and helpdesk automation tooling (e.g., Linear Asks intake, ClearFeed).
  • Prior experience mentoring Tier 1 staff or helping formalize a growing helpdesk function

 

Fraud and Security Notice: 

Please be aware of recent job scam attempts. Our team uses the oneimaging.com email domain exclusively. If you have been contacted by someone claiming to be a OneImaging recruiter or a hiring manager from a different domain about a potential job, please report it to law enforcement here and to candidateprotection@oneimaging.com.

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. 

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in OneImaging’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...