Tech Analyst I at OneOncology in Owings Mills, MD

Summary: OneOncology is positioning community oncologists to drive the future of cancer care through a patient-centric, physician-driven, and technology-powered model. 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. 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 Required Qualifications: - 1 – 4 years of recent experience in technology, service desk, and helpdesk - 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 Preferred Qualifications: - 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 Required Skills: IT Service Management Important Skills: ITIL certification, A+ certification Nice-to-Have Skills: Healthcare experience