Support AnalystReal Radiology LLC • Omaha, NE, US

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Support Analyst

Real Radiology LLC • Omaha, NE, US

1 day ago

Job type

Full-time

Job description

Job Description

Job Description

At Real Radiology we are on a mission to improve patient outcomes by ensuring our clients and radiologists have the tools, resources, and support they need to succeed. We are a physician owned teleradiology company that is committed to seamless operations, innovative technology, and exceptional services.

Be part of a team that’s transforming healthcare through meaningful impact. Here, collaboration, passion, and adaptability drive everything we do!

HIGHLIGHTS

The Service Desk Analyst provides Level 1 / 2 support for endpoints, applications, and access with a strong customer first orientation. The role focuses on workstation deployment and troubleshooting, ticket triage, and high-quality documentation. Clear escalation to the Senior Support Analyst and Endpoint Services Supervisor is expected.

This position requires onsite presence, located at our Omaha, NE headquarters, is full time, and includes participation in a 24x7 x 365 on call rotation.

We are actively recruiting this position for the following shifts :

Wednesday - Sunday, 10pm-7am

THE ROLE

Set up, upgrade, and maintain desktops, laptops, and peripherals using standard images and procedures

Diagnose and resolve endpoint and peripheral issues; support specialized medical teleradiology software

Provide remote assistance using approved tools; triage tickets to meet SLAs and escalate when appropriate

Administer user accounts (Entra ID / M365) and manage endpoints via Intune / MDM and RMM tooling under guidance

Track and reconcile inventory and assets; maintain accurate records

Create and maintain SOPs and troubleshooting articles in the knowledge base (Confluence) to drive first contact resolution

Adhere to HIPAA, security, and privacy policies; safeguard PHI and follow least privilege practices

Collaborate with Senior Support Analyst, Endpoint Services, PACS Support, and Systems Engineering to resolve cross cutting incidents

Participate in projects and continuous improvement initiatives as assigned by IT leadership

Participate in 24x7x365 on call rotation

Skills

Customer empathy and professional written / verbal communication

Proficiency with Entra ID, M365, Intune (MDM), RMM platforms, and ticketing / KB systems

Troubleshooting competence for Windows and macOS; basic networking concepts

Familiarity with PACS / imaging workflows (DICOM, HL7)

Qualifications

Associate’s degree or equivalent experience

3+ years in IT Service Desk or MSP environments

Certifications : CompTIA A+, Microsoft MD102 (Modern Desktop Administrator), ITIL Foundation

BENEFITS & PERKS

Comprehensive benefits package, including retirement and profit sharing

Paid time off and flexibility to support your personal life

Fuel for your day with company sponsored lunches & snacks

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Support Analyst • Omaha, NE, US

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