Real Radiology, LLC ยท 1 day ago
Support Analyst
Omaha, NE
Full-time
Onsite
Mid Level
3+ years expReal Radiology, LLC is a physician-owned teleradiology company focused on improving patient outcomes through innovative technology and exceptional services. The Support Analyst role involves providing Level 1/2 support for endpoints and applications, managing user accounts, and ensuring high-quality documentation and ticket triage. This position requires onsite presence at the Omaha, NE headquarters and participation in a 24x7 on-call rotation.
Health CareHealth DiagnosticsMedicalMedical DeviceTelehealth
Responsibilities
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
Qualification
Required
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
Preferred
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)
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
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
Company
Real Radiology, LLC
Real Radiology is primarily owned and operated by practicing radiologists Jon Jaksha M.D. and Mohammed Quraishi M.D.. Dr. Jaksha and Dr.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Ryan Albrecht
Chief Operating Officer
Company data provided by crunchbase