Support Operations Specialist II

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, network connectivity, 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 [email protected] .
Equal Em