The Support Analyst role encompasses a range of key duties, with a primary focus on workstation management and addressing level 1/2 support tickets. The Support 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, while maintaining adherence to established processes.
This role presents an opportunity to gain familiarity with Real Radiology's comprehensive IT ecosystem. Additionally, there may be instances where the Support Analyst is called upon to serve as an escalation point for Level 1 Operations support staff, contributing to a cohesive support framework.
This position is in the office with a schedule of Saturday through Wednesday, 6am to 3pm, has a 24x7x365 on-call rotation, and availability for hybrid work arrangement.
Essential Job Functions
- Ensure efficient setup, upgrade, and maintenance of desktops, laptops, and other end-user devices
- Diagnose and troubleshoot desktop, laptop, and peripheral issues with a focus on minimizing downtime
- Resolve technical issues related to specialized medical teleradiology software, ensuring continuous operation
- Identify, troubleshoot, and resolve hardware and software issues with a methodical approach
- Provide remote support to users through standard IT tools (e.g., remote desktop software, ticketing systems)
- Administer user accounts and manage endpoints to ensure secure and appropriate access
- Track and manage IT inventory, ensuring accuracy and accountability
- Support daily IT operations, promptly addressing technical issues to maintain service continuity
- Adapt to evolving technology needs and perform additional tasks as required
Preferred Talents
- Proficiency in understanding and interpreting technical documentation, including safety regulations and operating procedures
- Strong communication skills, with the ability to effectively present information to customers and colleagues
- Demonstrated ability to follow detailed written and oral instructions
- Critical thinking to problem- solve
- Strong multitasking skills, with the ability to prioritize tasks and seek help when needed
- Proficiency in Entra, M365, and other administrative tools within the M365 ecosystem
- Experience in user account management and access provisioning, ensuring compliance with security policies
- Intermediate troubleshooting skills for a variety of software platforms and hardware issues, with a focus on root cause analysi
- Strong competence in resolving technical issues within Windows and OSX-based operating systems
Qualifications
- Associate’s degree (A.A.) in Information Technology, Computer Science, or a related field, or equivalent experience and training; three or more years in IT Service Desk or Managed Service Provider environments
- Experience in IT Service Desk or Managed Service Provider environments is highly preferred
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
- Voluntary Accident
- 401K and Profit sharing
- Paid Time Off
