Description

Overview:

Raleigh Radiology’s IT Support Analyst is responsible for serving as an initial point of contact for triaging, then resolving internal user or radiologist non-clinical requests as well as providing white-glove experience daily. The IT Support Analyst will assist with these requests while following documented policies and procedures to effectively resolve the issue in accordance with our standard escalation processes either remotely or onsite with our Staff.

Roles and Responsibilities

• Deliver excellent and professional service experience in all interactions.
• Troubleshoot and resolve basic desktop, server, non-clinical software, and network issues following internal documentation.
• Assist Staff with the installation, configuration, and ongoing usability of desktop computers, reading workstations, iPads, phones, and other IT equipment as needed.
• Follow the standard escalation process.
•  Responsible for creating and maintaining high-quality, detailed documentation.
• Install software, patches, and updates on Raleigh Radiology Production and Non-Production Servers following a Server Patching Schedule determined by the Technical Operations Manager. Ensure that software, patches, and updates are automatically being applied to Raleigh Radiology Staff Computers and Reading Workstations
• Notifies the Technical Operations Manager when outdated equipment causes repeated issues.
• Review security parameters with the Security Operations Vendor according to Raleigh Radiology’s Technical Operations Security Policies. IT Support Analyst will also advise of any necessary updates needed based on semi-monthly reviews.
• Actively assist the Technical Operations Manager with internal IT Projects (i.e., new application implementations, new site implementation, provisioning a new Virtual Server or Virtual Machine, Data Center System Install, etc.)
• Perform semi-monthly data center visits with Technical Operations Manager 
• Configure new Virtual Machines (Preferred 1-2 years experience working with a VMWare ESXi Environment)
• Take Part in on-call rotation as needed, specifically for unforeseen emergencies.
• Perform on-site technical visits with staff and radiologists as needed.

A. Emergency/unscheduled repairs of staff/reading station computers and workstations

B. Network switch and MDF room management

C. Works with Managed Services Provider to diagnose, troubleshoot, repair, and debug complex technical and 

compute systems, and software.

D. Follows standard procedures to isolate and fix problems in malfunctioning equipment or software.

• Exercise judgment within broadly defined where analysis of data requires the evaluation of identifiable factors.
• Exhibit ability and willingness to alter shifts and job requirements to meet business and Radiologists’ needs.
• Comply with all safety guidelines and HIPPA standards, including but limited to completing all required training, following all guidance provided Technical Operations Policies and Procedures, reporting requirements, and technical advisories. 
• Demonstrates an initiative-taking approach to finding problems and advising on solutions that benefit company profits and productivity
• All other duties assigned. 

Requirements

Qualifications and Education Requirements:

• Preferred Associate’s degree in Information Technology or Information Systems OR equivalent combination of education and work experience

Required Experience

• 2 Years experience in supporting Microsoft Environment including (but not limited to)
• Microsoft Windows Desktop (Windows 7 – Windows 11)
• Microsoft Windows Server (2012-2022)
• Microsoft Active Directory Domain Environment
• DNS, DHCP
• Group Policy Management
• 2 years’ experience in managing Microsoft 365 (O365)
• Managing Users
• Managing Licenses
• Managing User and Shared/Group Mailboxes
• Configuring SMTP connections
• Excellent problem-solving and client relationship skills.
• Excellent verbal and written communication
• Ability to learn and retain recent technology skills and troubleshooting processes, team player, collaborator, maintain calm, and present yourself professionally in a high-stress situation.
• Aligned with Raleigh Radiology’s core values of Providing our Patients and Referring Physicians with premier services through subspecialty expertise and a compassionate environment. Taking ownership, delivering results, cultivating positivity, and encouraging improvement and innovation.

Preferred experience 

A. Router Management

B. Cisco

C. FortiGate

D. Meraki

E. Preferred experience in Wireless Network Management

F. Cisco

G. Preferred 2 Years experience in supporting VMWare Environments

H. VMWare ESXi

I.  VMWare VCenter Server

J. Preferred 1 Years experience in supporting a SolarWinds Environment

K. Preferred experience in VoIP systems