OneImaging

Radiology benefits management and imaging network

Support Operations Specialist 2

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timePhilippinesNo salary listedIn-person

About the Job

Requirements

At least 5 years of IT support experience with proven Tier 2 or escalation-level troubleshooting.
Strong Windows and macOS desktop skills and solid networking fundamentals, including DNS, DHCP, VPN, and connectivity.
Hands-on administration of Google Workspace or Microsoft 365, including identity, access, and groups.
Experience with mobile device management and endpoint security.
Working proficiency in SQL, including writing queries to pull records, investigate data issues, and support troubleshooting.
Fluency with a ticketing system such as Linear, Jira, or ServiceNow, and strong documentation habits.
Ability to handle an escalation independently through root cause.
Associate's degree in IT or equivalent experience; high school diploma or GED required.

Responsibilities

Own escalated hardware, software, network, and access tickets end to end, exercising independent judgment.
Conduct root-cause analysis on recurring problems and partner with the Director on permanent corrective fixes.
Query application databases with SQL to investigate data-related tickets and validate fixes.
Administer Google Workspace identity, groups, and access, as well as endpoint and device management, including mobile device management and Context-Aware Access.
Troubleshoot core business applications, integrations, and vendor software escalations.
Image, deploy, patch, and secure endpoints throughout their lifecycle.
Mentor the Tier 1 Specialist through ticket reviews, shadowing, and shared troubleshooting techniques.
Build runbooks, knowledge base articles, and escalation paths to improve first-touch resolution.
Coordinate with vendors and internal stakeholders on multifaceted incidents, tracking work in Linear.
Surface trends from the escalation queue for monthly reporting, and support IT projects and rollouts as the function matures.

Desired Qualifications

CompTIA Network+, CompTIA Security+, ITIL Foundations, or Google Workspace Administrator certification.
Scripting or automation experience with PowerShell, Python, or Google Apps Script.
Experience in healthcare or another regulated environment, including HIPAA and protected health information handling.
Slack administration and helpdesk automation tooling such as Linear Asks or ClearFeed.
Prior experience mentoring Tier 1 staff or formalizing a growing helpdesk.

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.

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.

What You'll Do:

Own escalated tickets end to end — hardware, software, network, and access issues — with independent judgment.
Run root-cause analysis on recurring problems and partner with the Director on permanent corrective fixes.
Query application databases with SQL to investigate data-related tickets and validate fixes.
Administer Google Workspace identity, groups, and access, plus endpoint and device management (MDM, Context-Aware Access).
Troubleshoot core business applications, integrations, and vendor software escalations.
Image, deploy, patch, and secure endpoints across their lifecycle.
Mentor the Tier 1 Specialist through ticket reviews, shadowing, and shared troubleshooting techniques.
Build runbooks, knowledge base articles, and escalation paths that raise first-touch resolution over time.
Coordinate with vendors and internal stakeholders on multi-faceted incidents, tracking everything in Linear.
Surface trends from the escalation queue for monthly reporting, and support IT projects and rollouts as the function matures.

About you:

5+ years in IT support with proven Tier 2 / escalation-level troubleshooting.
Strong Windows and macOS desktop skills and solid networking fundamentals (DNS, DHCP, VPN, connectivity).
Hands-on administration of Google Workspace or Microsoft 365, including identity, access, and groups.
Experience with MDM and endpoint security.
Working proficiency in SQL — comfortable writing queries to pull records, investigate data issues, and support troubleshooting.
Fluency with a ticketing system (Linear, Jira, ServiceNow, or similar) and strong documentation habits.
The ability to work an escalation independently all the way to root cause.
Clear written and verbal communication, with the patience to mentor junior staff and explain technical concepts to non-technical users.
Associate's degree in IT or equivalent experience; high school diploma or GED required.

Nice to Have:

CompTIA Network+ / Security+, ITIL Foundations, or Google Workspace Administrator certification.
Scripting or automation experience (PowerShell, Python, Google Apps Script).
Experience in healthcare or another regulated environment, including HIPAA and PHI handling.
Slack administration and helpdesk automation tooling (Linear Asks, ClearFeed).
Prior experience mentoring Tier 1 staff or formalizing a growing helpdesk.

Fraud and Security Notice:

Please be aware of recent job scam attempts. Our team uses the oneimaging.com email domain exclusively. If you have been contacted by someone claiming to be a OneImaging recruiter or a hiring manager from a different domain about a potential job, please report it to law enforcement here and to [email protected].

Equal Employment Opportunity:

OneImaging is proud to be an Equal Employment Opportunity employer and values diversity in the workplace. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views, or other applicable legally protected characteristics.

OneImaging is committed to providing accommodations for qualified individuals with disabilities in our recruiting process. If you need assistance or an accommodation due to a disability, you may contact us at [email protected].

About the Company

OneImaging

Radiology benefits management and imaging network

OneImaging operates a radiology benefits management platform that lowers imaging costs for self-insured employers by serving as a network aggregator and care navigator. It partners with over 4,000 accredited imaging centers across 48 states to manage referrals, scheduling, and payments for imaging services such as MRIs, CTs, ultrasounds, and X-rays, and provides a OneImaging card for patients to access transparent pricing and pay via HSA/FSA. The platform uses AI tools to ensure the correct exam is ordered and to automate sharing of referrals and results, while imaging centers receive upfront payment and avoid insurance claim handling. Its goal is to reduce the cost and administrative burden of diagnostic imaging and improve access for employees.

Company size: 51-200
Company stage: Series A
Total funding: $39M
Headquarters: Miami, FL
Founded: 2022

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