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OneImaging is formalizing its internal IT helpdesk to support a growing organization of approximately 300 employees. The IT Support Operations Specialist serves as the first point of contact for all end-user technology issues, owning triage, dispatch, and first-touch resolution across the support queue. This foundational Tier 1 role reports directly to the Manager of IT Operations.
Key responsibilities include: serving as first point of contact for employee technology requests via Slack, email, and chat; triaging and prioritizing incoming tickets in Linear; resolving Tier 1 issues directly and escalating complex issues with clear documentation; troubleshooting common end-user issues including account access, password resets, hardware, printers, mobile devices, email, and business applications; administering user accounts and access within Google Workspace (onboarding/offboarding, group membership, device enrollment); supporting mobile device access and endpoint management including Context-Aware Access; documenting resolutions and building knowledge base articles; tracking ticket status and maintaining accurate records for monthly reporting; assisting with hardware provisioning, imaging, and inventory tracking; and maintaining a professional, patient, service-oriented approach with all employees.
Required qualifications: 1+ years of IT helpdesk, service desk, or technical support experience; foundational knowledge of computer systems, operating systems (Windows and macOS), and basic networking; experience with ticketing systems (Linear, Jira, ServiceNow, or similar); familiarity with Google Workspace or Microsoft 365 administration; strong written and verbal communication skills; excellent organization and time-management; high school diploma or GED. Preferred: CompTIA A+, ITIL Foundations, or equivalent certification; experience in healthcare or regulated environments with HIPAA/PHI awareness; Google Endpoint Management or MDM experience; Slack administration familiarity; knowledge base documentation experience.
