Field Support Technician II

About the role

The Field Technician II will report to OneOncology's Sr. Manager, IT Field Operations. This role will serve as the primary on-site IT resource for practice locations, providing hands-on support for hardware, software, networking, and clinical technology systems. The Field Technician will spend the majority of their time traveling between practice sites to deliver in-person IT support and ensure seamless technology operations.

When not traveling, this role will contribute to service desk support remotely, assisting with ticket resolution and technical escalations. The Field Technician will also collaborate with the wider IT team to coordinate technical projects and system updates across practices.

This role will be onsite in the Charlotte & Hickory, SC areas, supporting various clinic locations.

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.
• Travel occasionally to other locations as required to support business operations.
• Additional responsibilities as assigned to help drive our mission of improving the lives of everyone living with cancer.

Required or Preferred Qualifications (specify within)

• 1 - 4 years of recent experience in technology, service desk, and 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

Essential 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.
• Attendance is an essential job function.