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Position Title: Senior Support Analyst

Position Summary

The Senior Support Analyst role encompasses a range of key duties, with a primary focus on workstation management and addressing level 2/3 support tickets. In this capacity, the Analyst will undertake workstation configuration and repair tasks while delivering crucial technical assistance to radiologists, customers, and staff members. Creative problem-solving will be essential, all while maintaining adherence to established processes.

Moreover, this role presents an opportunity to gain familiarity with Real Radiology’s comprehensive IT ecosystem. Additionally, there may be instances where the Analyst is called upon to serve as an escalation point for Level 1 Operations support staff & Level 2 Service Desk support staff, contributing to a cohesive support framework.

The position offers a hybrid work arrangement and is based at our Omaha, NE location.

Essential Job Functions

• Set up, upgrade, and maintain desktops and laptops efficiently.
• Troubleshoot common desktop and laptop issues with expertise.
• Resolve problems with specialized medical teleradiology software.
• Identify and fix hardware and software problems effectively.
• Help remote users using standard tools.
• Manage user accounts and endpoints for proper access.
• Keep track of inventory thoroughly.
• Support daily operations and fix technical issues.
• Perform other assigned duties as needed.
• Participate in tasks aligned with projects, following directives from the IT leadership.
• Develop instructional documentation in Confluence, designed for utilization by fellow IT support analysts.

Qualifications

• Completion of an Associate’s degree (A.A.) or equivalent from a two-year college or technical school; alternatively, five or more years of relevant experience and/or training; or an equivalent blend of education and experience.
• Must have experience in a Service Desk or Managed Service Provider support environment.
• Adeptness in comprehending and interpreting documents such as safety regulations, operating instructions, and procedure manuals.
• Skill in effectively addressing audiences, whether customers or colleagues.
• Applied common sense to carry out detailed instructions, both written and oral.
• Capability to multitask effectively and seek assistance when necessary.
• Familiarity with Azure AD, M365, and/or Google Suite.
• Extensive familiarity with utilizing a trouble ticket system and documentation software.
• Demonstrated hands-on proficiency in managing RMM and MDM platforms, with a preferred background in Intune.
• Experience performing fundamental user maintenance, including access provisioning.
• Advanced troubleshooting capabilities across a range of software platforms, including MacOS and Windows, as well as potential hardware challenges.
• Clear understanding of network principles and terminology.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to sit, speak, hear, and use their hands to type and/or take notes. The employee must have the ability to speak, see, and hear other personnel and/or objects. They must also communicate both in oral and written form. Must be capable of using a telephone and computer keyboard. They must be able to lift up to 10 lbs. Employee must have the ability to sit and work at a computer terminal for extended periods of time. They will be communicating with others to exchange information, and this is sedentary work that primarily involves sitting. 

Work Schedule/ Hours

Primary Location Omaha, NE

Work Location Omaha, NE/Hybrid

Job Senior Support Analyst

Job Type Full-Time – Monday through Friday

Reports to IT Assistant Manager

Supervises Direct Reports No

The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time without notice.

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Position Title: Support Analyst

Position Summary
Primary responsibilities for the Support Analyst would include managing workstations and level 2 tickets. The Analyst would be responsible for configuring and repairing workstations and supporting radiologists, customers, and staff with their technical issues. He or she needs to be able to creatively find solutions while ensuring processes are followed. This position would also learn the basics of Real Radiology’s larger IT platform and could be asked to assist as an escalation point for the Level 1 Operations support staff as well. The role would be hybrid and based out of Omaha, NE.

Essential Job Functions

• Using standardized processes to image desktops and laptops.
• Configure, upgrade, and maintain desktops and laptops.
• Perform troubleshooting on typical desktop and laptop deployments.
• Perform troubleshooting measures to ensure image and HL7 traffic flow from clients to the radiologist’s endpoints.
• Diagnose hardware and software issues and implement fixes.
• Using industry-standard tools, assist users working remotely.
• Configure devices to allow appropriate access.
• Maintain excellent inventory and asset-tracking standards.
• Assist with daily operations and break/fix tickets.
• Provision cloud-based IP phones.
• Other duties as assigned.

Qualifications

• Associate’s degree (A.A.) or equivalent from a two-year college or technical school; or two or more years of related experience and/or training; or an equivalent combination of education and experience.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to create pertinent documentation based on new technologies and discoveries from troubleshooting various issues.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• Able to handle multiple tickets or deployments simultaneously.
• Experience with Azure, M365, or Google Suite
• Experience doing basic user maintenance including access provisioning.
• Midlevel troubleshooting skills in various software platforms as well as potential hardware issues
• Experience creating how-to documentation.
• Experience working with remote users and connecting to machines using RMM tools.
• Strong ability to resolve issues within Windows and OSX-based operating systems.
• Basic understanding of network connectivity from user endpoints both in the office and remote.

Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, speak, hear, and use their hands to type and/or take notes. The employee must have the ability to speak, see and hear other personnel and/or objects. They must also communicate both in oral and written form. Must be capable of using a telephone and computer keyboard. They must ability to lift to 10 lbs. Employee must have the ability to sit and work at a computer terminal for extended periods of time. They will be communicating with others to exchange information, and this is sedentary work that primarily involves sitting.

Work Schedule/ Hours
Primary Location: Remote
Work Location: Remote
Job Technical Dispatcher
Job Type Full-Time
Reports to Service Desk Assistant Manager
Supervises Direct Reports No
The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time without notice.

Apply