Lead Field Support Technician
About the role
OneOncology is positioning community oncologists to drive the future of medical care through a patient-centric, physician-driven, and technology-powered model to help improve the lives of everyone living with cancer and other diseases. Our team is bringing together leaders to the market place to help drive OneOncology’s mission and vision. This is an exciting time to join OneOncology, with a values-driven culture that reflects our startup enthusiasm supported by industry leaders in oncology, urology, technology, and finance.
The Lead Field Support Technician will report to OneOncology’s Manager, IT Field Operations and will act as an IT department Team Lead for a partner practice of OneOncology. This is a full-time, onsite position in Jacksonville, FL.
Responsibilities
- Architects and implements technical projects in alignment with practice goals
- Provide all IT support for the practice, including technical customer service, resolving escalated tickets, and other items related to practice IT operations and projects
- Respond to and resolve requests for assistance with computer systems and provide superior customer support experiences for users
- Improve practice IT department processes and procedures
- Ensure service support processes, procedures, SLA's, performance metrics, and service quality align with and exceed practice expectations
- Provide technical support for clinical technology projects, including but not limited to opening of new clinic locations
- Document system configurations, procedures, and support activities
- Provide guidance and mentorship for tech support staff
- Collaborate with practice leaders to communicate system updates and ensure IT standards align with needs and expectations
Qualifications
- Bachelor’s degree in computer science, IT, or a related field or equivalent work experience
- High school diploma or GED required
- 5 years of experience in systems administration or a related field
- Proficiency in backup and recovery solutions
- Familiarity with system monitoring tools
- Knowledge of patch management practices and tools
- Strong problem-solving skills and a proactive approach to system management
- Excellent verbal and written communication skills
- Relevant certifications (e.g. A+, Microsoft, ITIL) are a plus
- Willingness to stay updated with the latest networking technologies and industry trends
- Healthcare-related experience is a plus
Essential Competencies
- Success in leading and managing large, complex projects with multiple phases
- Excellent interpersonal, written, and verbal communication skills
- Excellent organizational skills and attention to detail
- Reliable, fast learner, self-motivated
- Ability to effectively handle shifting priorities and adapt to changing demands in a dynamic environment
- Strong knowledge of hardware, software, and network
- High-level understanding of computer systems, telecommunications systems, security, network, and systems administration
- Strong knowledge of practice management principles
- Excellent leadership and decision-making skills
- Strong technical ability with working knowledge of MS Servers, SANs, Network Infrastructure
- Able to successfully multitask and prioritize service issues while working under pressure
- Strong knowledge of Active Directory user and group maintenance tasks, Group Policy design, management, and troubleshooting, Virtual Environment Management, M365 management and administration, and various Microsoft Server and related products
- Understanding of VOIP phone systems (Zoom Phone experience a plus)