<div class="content-intro"><p>Radiology is the second most used healthcare service, used by over 51% of the workforce annually. Despite the critical role of radiology in healthcare, the process for undergoing a medical imaging exam has remained unchanged for decades. OneImaging is solving this with a concierge approach and a premium-quality radiology network of over 5,000 vetted providers across 48 states, which also reduces imaging costs by 60-80%. Our solution helps patients and families access essential radiology services at fair prices and without surprise bills, all while delivering immediate savings and ROI for employers and payers on every exam.</p></div><p><span style="font-size: 12pt;">We're building out our internal IT helpdesk to support a fast-growing team of ~300 employees, and we need an escalation-level problem solver to anchor it. As our Tier 2 IT Support Operations Specialist, you'll own the tickets that go beyond first-touch resolution: root-cause troubleshooting, identity and access administration, endpoint management, and the application and data issues that keep a company running. You'll work alongside our Tier 1 Specialist, mentor on complex issues, and help turn recurring problems into permanent fixes. On a team of three, you'll also jump into Tier 1 when needed. You'll report to the Director of IT Operations.</span></p> <h3><span style="font-size: 12pt;">What You'll Do:</span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Own escalated tickets end to end — hardware, software, network, and access issues — with independent judgment.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Run root-cause analysis on recurring problems and partner with the Director on permanent corrective fixes.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Query application databases with SQL to investigate data-related tickets and validate fixes.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Administer Google Workspace identity, groups, and access, plus endpoint and device management (MDM, Context-Aware Access).</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Troubleshoot core business applications, integrations, and vendor software escalations.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Image, deploy, patch, and secure endpoints across their lifecycle.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Mentor the Tier 1 Specialist through ticket reviews, shadowing, and shared troubleshooting techniques.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Build runbooks, knowledge base articles, and escalation paths that raise first-touch resolution over time.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Coordinate with vendors and internal stakeholders on multi-faceted incidents, tracking everything in Linear.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Surface trends from the escalation queue for monthly reporting, and support IT projects and rollouts as the function matures.</span></li> </ul> <h1><span style="font-size: 12pt;">About you:</span></h1> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">5+ years in IT support with proven Tier 2 / escalation-level troubleshooting.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong Windows and macOS desktop skills and solid networking fundamentals (DNS, DHCP, VPN, connectivity).</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Hands-on administration of Google Workspace or Microsoft 365, including identity, access, and groups.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience with MDM and endpoint security.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Working proficiency in SQL — comfortable writing queries to pull records, investigate data issues, and support troubleshooting.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Fluency with a ticketing system (Linear, Jira, ServiceNow, or similar) and strong documentation habits.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">The ability to work an escalation independently all the way to root cause.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Clear written and verbal communication, with the patience to mentor junior staff and explain technical concepts to non-technical users.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Associate's degree in IT or equivalent experience; high school diploma or GED required.</span></li> </ul> <h1><span style="font-size: 12pt;">Nice to Have:</span></h1> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">CompTIA Network+ / Security+, ITIL Foundations, or Google Workspace Administrator certification.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Scripting or automation experience (PowerShell, Python, Google Apps Script).</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience in healthcare or another regulated environment, including HIPAA and PHI handling.</span></li> &l