Support Operations Specialist II
New
O
OneImagingHealthcare Radiology
RemoteFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years of experience in IT support, with demonstrated Tier 2 / escalation-level troubleshooting.
- Required Skills
- Google WorkspaceNetworking
Requirements
- 3+ years of experience in IT support with Tier 2 or escalation-level troubleshooting.
- Strong troubleshooting skills for Windows and macOS desktop environments.
- Solid networking fundamentals including DNS, DHCP, VPN, and connectivity.
- Hands-on experience administering Google Workspace or Microsoft 365 (identity, access, and group management).
- Experience with endpoint/mobile device management (MDM) and endpoint security.
- Proficiency with ticketing systems like Linear, Jira, or ServiceNow.
- Strong technical documentation habits for knowledge bases and runbooks.
- Demonstrated ability to work escalations independently to root cause.
- Excellent communication skills for mentoring staff and explaining technical concepts to non-technical users.
- Associate's degree in IT or related field, or equivalent experience.
- High school diploma or GED required.
Responsibilities
- Own escalated tickets from Tier 1, diagnosing and resolving complex hardware, software, network connectivity, and access issues.
- Perform root-cause analysis on recurring problems to drive permanent corrective fixes.
- Administer identity and access systems, including Google Workspace and endpoint management (MDM).
- Support and troubleshoot core business applications and vendor-specific software.
- Configure, image, and deploy endpoints while managing device lifecycle and security patching.
- Mentor the Tier 1 Specialist by reviewing tickets, sharing techniques, and shadowing on complex issues.
- Maintain knowledge base articles, runbooks, and escalation paths to improve resolution rates.
- Coordinate with vendors and internal stakeholders to track multi-faceted incidents in Linear.
- Contribute to monthly reporting and trend analysis from the escalation queue.
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