Service Desk Technician I

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. The Service Desk at OneOncology serves as the initial point of contact for all issues related to technology. The Service Desk Technician I position is a key technical resource responding to end user incidents and requests reported to the Service Desk. Service Desk Techs are responsible for effectively interacting with users and serve as a key point of communication between customers and the Technology organization. This is a primarily remote, U.S.-based position. Preference will be given to candidates located in or near Coeur d'Alene, Idaho, to support occasional onsite needs as they arise.

Responsibilities

• Operations of the day-to-day components of the OneOncology Service Desk, including incident ticket resolution, technical customer service, and response to other requests related to technology operations.
• Provide excellent customer service through both incoming phone calls and the ticketing system to our internal user base. Incoming phone calls are the priority and should not be missed during work hours.
• Log and track problems; proactively maintain problem tracking databases as part of the problem resolution process.
• Triage and escalate customer issues to next level teams as necessary.
• Determine appropriate vendor to resolve problems and coordinate with other technical areas as needed.
• Provide consistent feedback and updates to customers and other appropriate teammates from start through resolution of enterprise-wide technology issues.
• Create documentation for common issues and/or requests that will aid in self-help for both technicians and end users.
• Thoroughly document all steps taken during ticket resolution in the ticketing system.
• Participate in 24x7 on-call support.
• Additional responsibilities as assigned to help drive our mission of improving the lives of everyone living with cancer.

Requirements

• At least 1 year of recent experience in technology, service desk, or helpdesk.
• High school diploma or GED is required.
• 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.
• Occasional travel as needed to support IT end-users.
• Attendance is an essential job function.

Skills

• Proven experience with IT Service Management transformation and continuous improvement initiatives.
• Excellent ability to troubleshoot systems when necessary.
• Strong oral and written communication skills, including the ability to be influential and persuasive with stakeholders.
• Ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the Service Desk.
• 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.
• Experience in the following areas is a plus: ServiceNow, SSO, Okta, Office Applications.