Tech Analyst I
OneOncology is positioning community oncologists to drive the future of cancer care through a patient-centric, physician-driven, and technology-powered model to help improve the lives of everyone living with cancer. Our team is bringing together leaders to the market place to help drive OneOncology’s mission and vision.
Why join us? This is an exciting time to join OneOncology. Our values-driven culture reflects our startup enthusiasm supported by industry leaders in oncology, technology, and finance. We are looking for talented and highly-motivated individuals who demonstrate a natural desire to improve and build new processes that support the meaningful work of community oncologists and the patients they serve.
Job Description:
The OneOncology Service Desk serves as the primary point of contact for all technology-related issues. The Tech Analyst I role is a critical technical resource, providing timely support for end-user desktop incidents and service requests reported to the Service Desk. Tech Analysts are responsible for interacting with users in a clear, supportive, and solution-focused manner, acting as a key communication link between customers and the Technology organization. Additionally, the Service Desk team represents the organization to internal and external stakeholders, continuously striving to enhance service delivery, streamline processes, and drive ongoing improvement initiatives.
This is a full-time position based in Nashville, TN; however, candidates located in the following geographic areas will also be considered: Norwich, CT (including Middletown/Westbrook); San Diego, CA; the region between Monterey and Los Gatos, CA; the Hickory–Charlotte, NC corridor; Anderson, SC; Ventura, CA; and Charleston, SC.
Responsibilities
Assist with the day-to-day operations of IT Service Delivery including: troubleshooting, ticket resolution, and other technology-related support activities.
Respond to and resolve user requests for assistance with computer systems, delivering a high-quality, user-focused support experience.
Log, track, and proactively maintain records of issues to ensure efficient problem resolution and knowledge sharing.
Troubleshoot technical issues and escalate them when necessary.
Identify the correct technical area or external vendor for problem resolution and coordinate with other teams to ensure timely outcomes.
Provide clear, timely updates and feedback to users and teammates throughout the lifecycle of enterprise-wide technology issues.
Participate in 24x7 on-call support rotations as needed.
Occasional travel as required to support business operations.
Other duties as assigned to help drive our mission of improving the lives of everyone living with cancer.
Key Competencies
Experience participating in IT Service Management (ITSM) transformations and contributing to continuous improvement initiatives.
Strong knowledge of service management best practices and frameworks.
Critical thinking and problem-solving skills with the ability to analyze systems and adapt as needed.
Excellent communication and influencing skills, capable of engaging stakeholders and gaining buy-in.
Flexible and proactive, able to identify service gaps and step in as needed to maintain smooth operations, manage high ticket volumes, and support the team during peak periods.
Qualifications
1 – 4 years of recent experience in technology, service desk, and helpdesk
Healthcare related experience a plus
ITIL certifications a plus
Basic certification in A+ and Microsoft Products is preferred; education and/or demonstrated experience may be substituted