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, 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