Tech Analyst I

The OneOncology Service Desk serves as the primary point of contact for all technology-related issues. 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. Tech Analysts are responsible for interacting with users in a clear, supportive, and solution-focused manner, acting as a key communication link between customers and the Technology organization. Additionally, the Service Desk team represents the organization to internal and external stakeholders, continuously striving to enhance service delivery, streamline processes, and drive ongoing improvement initiatives. 

This role is primarily on-site, located in the Owings Mills, MD area.  

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. 

Key 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. 

Qualifications 

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

• 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