Support Operations Specialist

About the Role

OneImaging is formalizing its internal IT helpdesk to support a growing organization of approximately 300 employees. We are seeking an IT Support Operations Specialist to serve as the first point of contact for all end-user technology issues. This is a foundational Tier 1 role that owns triage, dispatch, and first-touch resolution across our support queue. You will be the face of IT for our workforce and a key contributor to building a reliable, well-documented support operation from the ground up. This role reports directly to the Manager of IT Operations.

Key Responsibilities

• Serve as the first point of contact for employee technology requests submitted via Slack (Linear Asks), email, and chat, ensuring every ticket is acknowledged promptly and professionally.
• Triage, prioritize, and dispatch incoming tickets in Linear, resolving Tier 1 issues directly and escalating complex issues with clear, complete documentation.
• Troubleshoot common end-user issues: account access, password resets, hardware, printers, mobile device access, email flow, and core business applications.
• Administer user accounts and access within Google Workspace, including onboarding/offboarding, group membership, and device enrollment support.
• Support mobile device access and endpoint management, including Context-Aware Access and device enrollment troubleshooting.
• Document resolutions, build and maintain knowledge base articles, and contribute to standardizing repeatable support processes.
• Track ticket status through resolution and maintain accurate, timely records to support monthly reporting.
• Assist with hardware provisioning, imaging, deployment, and inventory tracking.
• Maintain a professional, patient, and service-oriented approach with employees of all technical skill levels.

Required Qualifications

• 1+ years of experience in an IT helpdesk, service desk, or technical support role.
• Foundational knowledge of computer systems, operating systems (Windows and macOS), and basic networking concepts.
• Experience with a ticketing system (Linear, Jira, ServiceNow, or similar).
• Familiarity with Google Workspace or Microsoft 365 administration.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Excellent organization, prioritization, and time-management skills.
• High school diploma or GED required; associate's degree in IT or related field preferred.

Preferred Qualifications

• CompTIA A+, ITIL Foundations, or equivalent certification.
• Experience supporting a healthcare or other regulated environment, including awareness of HIPAA and PHI handling.
• Experience with Google Endpoint Management, Context-Aware Access, or mobile device management (MDM).
• Familiarity with Slack administration and helpdesk automation tooling.
• Experience building documentation and knowledge base content in a growing IT function.