Tech Analyst II

The Field Technician will report to OneOncology’s Manager, IT Field Operations. This role will serve as the primary on-site IT resource for practice locations, providing hands-on support for hardware, software, networking, and clinical technology systems. The Field Technician will spend the majority of their time traveling between practice sites to deliver in-person IT support and ensure seamless technology operations. When not traveling, this role will contribute to service desk support remotely, assisting with ticket resolution and technical escalations. The Field Technician will also collaborate with the wider IT team to coordinate technical projects and system updates across practices.

This role will be onsite in Forth Worth, TX, supporting various clinic locations.

Responsibilities:

• Travel between assigned practice locations to deliver prompt, in-person IT support for hardware, software, networking, and clinical systems.

• Respond rapidly to emergency or escalated technical issues at practice sites, keeping stakeholders informed and ensuring minimal disruption to patient care.

• Deliver end-user support by resolving service desk tickets both on-site and remotely, assisting with hardware, software, and network issues, and escalating when necessary to ensure timely resolution and user productivity.

• Coordinate with other technical teams or vendors to resolve complex issues, ensuring effective cross-functional collaboration.

• Keep customers and teammates updated consistently from initial ticket submission through resolution of the technology issues.

• Maintain documentation in ServiceNow & ITGlue.

• Successfully follow established protocols, processes and policies as outlined and presented by leadership via email, training material and team meetings

• Log and track problems; proactively maintaining problem-tracking databases as part of the resolution process.

• Trouble-shoot and escalate customer issues for which Support Analysts are unable to resolve.

• Additional responsibilities as assigned to help drive our mission of improving the lives of everyone living with cancer.

Required or Preferred Qualifications (specify within):

• Bachelor’s degree in information systems or healthcare related field is preferred

• 3 – 5 years of recent experience in an IT role, service desk, and helpdesk

• Healthcare related experience is a plus

• ITIL certifications is a plus

• Basic certification in A+ and Microsoft Products is preferred; education and/or demonstrated experience may be substituted

Essential Competencies:

• Knowledge and understanding of best practices for service management.

• An ability to think critically about systems and adjust as needed.

• Proven experience of incident analysis, problem management, and the ability to sustainably remove inefficiencies in the support process.

• Proven experience of change management and the ability to qualitatively introduce updates to the technology operating environment.

• Strong communication skills, including the ability to be influential and persuasive with stakeholders.

• An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the Service Desk.

• An ability to recognize service gaps and fill in as a utility player as necessary to complete work and close tickets when service requests spike or service desk resource availability is low.

• Strong knowledge of hardware, software, and network troubleshooting.

• Strong technical ability with working knowledge of MS Servers

• Able to successfully multitask and prioritize service issues.

• Experience with remote management of client computers and servers.

• Strong knowledge for performing:

• Active Directory Microsoft 365 user administration

• Azure Cloud experience a plus

• Attendance is an essential job function.

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