Senior Information Technology Support Analyst

3 weeks ago


Omaha, United States Real Radiology, LLC Full time

The Senior Support Analyst role encompasses a range of key duties, with a primary focus on end-to-end user management and addressing level 2/3 support tickets. This position is responsible for 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.


Additionally, the Senior Support Analyst will serve as an escalation point for Level 1 Operations support staff & Level 2 Service Desk support staff, contributing to a cohesive support framework. This position includes participating in our on-call rotation, a hybrid work arrangement out of our Omaha, Nebraska headquarters, and a schedule of Wednesday to Sunday, 10pm - 2am CST.



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 team
  • Develop and maintain instructional documentation in Confluence, designed for utilization by IT support analysts


Preferred Talents

  • Understand, interpret, and follow documents such as safety regulations, operating instructions, and procedure manuals
  • Ability to critically think through detailed instructions, both written and oral
  • Effectively multitask and seek assistance when necessary
  • Familiarity with Entra AD, M365, and AWS experience is a plus
  • Extensive familiarity with utilizing a trouble ticket system and documentation software
  • 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
  • Vulnerability management for endpoints via Defender and Purview
  • Clinical Expertise in PACS and Imaging Systems: Strong familiarity with PACS, imaging modalities, DICOM, EMR, HL7 integrations, ORM, and ORU standards
  • Preferred Software Knowledge: Experience with OnePacs and/or OsiriX is advantageous, but not mandatory
  • Dictation Software: proficiency in any dictation software is preferred
  • Network Traffic Understanding: basic knowledge of network traffic flow, specifically related to image transfers between source and destination systems


Qualifications

  • Associate’s degree 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
  • Experience in a Service Desk or Managed Service Provider support environment


Benefits Package

  • Medical insurance: PPO, HDHP
  • Health Savings Account
  • Dental
  • Vision
  • Basic Life and AD&D- company paid
  • Voluntary Short-term disability
  • Voluntary Long-term disability
  • Voluntary Life and AD&D
  • Voluntary Critical Illness and Accident
  • 401K and Profit sharing
  • Paid Time Off



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