Service Desk Analyst

Real Radiology is a physician-owned teleradiology company focused on improving patient outcomes through seamless operations, innovative technology, and exceptional services. Be part of a team where collaboration, passion, and adaptability drive the work we do.

Overview : The Service Desk Analyst provides Level 1 / 2 support for endpoints, applications, and access with a strong customer-first orientation. The role emphasizes workstation deployment and troubleshooting, ticket triage, and maintaining high-quality documentation. Clear escalation to the Senior Support Analyst and Endpoint Services Supervisor is expected. This position requires onsite presence at our Omaha, NE headquarters, is full time, and includes participation in a 24x7x365 on-call rotation.

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

Skills

Qualifications

Benefits

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