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 24x7x365 on-call rotation, a hybrid work arrangement out of our Omaha, Nebraska headquarters, and hours of Wednesday through Sunday, 10pm – 7am 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
Job Title: Senior Support Analyst
Reports To: Endpoint Services Supervisor
Status: Non- exempt, hourly
Position Type: Full-Time
Work Location: Omaha, NE
Supervises Direct Reports: No
