IT Support Engineer

About Rad AI

At Rad AI, we’re on a mission to transform healthcare with artificial intelligence. Founded by a radiologist, our AI-driven solutions are revolutionizing radiology—saving time, reducing burnout, and improving patient care. With one of the largest proprietary radiology report datasets in the world, our AI has helped uncover hundreds of new cancer diagnoses and reduced error rates in tens of millions of radiology reports by nearly 50%.

Rad AI has secured over $140M in funding, including a recently oversubscribed $60M Series C round led by Transformation Capital, bringing our valuation to $525M. Our investors include Khosla Ventures, World Innovation Lab, Gradient Ventures, Cone Health Ventures, and others—all backing our mission to empower physicians with cutting-edge AI.

Our latest advancements in generative AI are used by thousands of radiologists daily, supporting more than one-third of radiology groups and healthcare systems and nearly 50% of all medical imaging in the U.S. at partners including Cone Health, Jefferson Einstein Health, Geisinger, Guthrie Healthcare System, and Henry Ford Health.

Recognized as one of the most promising healthcare AI companies by CB Insights and AuntMinnie, and ranked by Deloitte as the 19th fastest-growing company in North America, we are building AI-powered solutions that make a real impact.

If you’re ready to shape the future of healthcare, we’d love to have you on our team!

Why Join Us

As an IT Support Engineer at Rad AI, you will be instrumental in ensuring our remote-first workforce can perform at their best by delivering exceptional IT support and maintaining the reliability of our IT systems. You’ll also play a key role in deploying new technologies to enhance security and usability across the organization. In addition to managing Tier I and II support tickets, you will have opportunities to engage in Tier III support and contribute to SaaS/cloud administration. This position reports directly to the Director of IT and Security and provides a unique opportunity to work with cutting-edge technologies in an AI-driven environment.

What You’ll Be Doing

• Prepare and manage IT tasks related to onboarding and offboarding employees.
• Configure and deploy laptops and peripherals for new employees.
• Provide technical support to new hires during their onboarding period.
• Track and maintain inventory of IT equipment, including replacements and returns.
• Create and update knowledge base articles, guides, and IT process documentation.
• Assist with day-to-day operations as needed to maintain smooth operations.
• Assist in managing and maintaining SaaS IT platforms such as Okta, JumpCloud, and Google Workspace.
• Serve as backup for the Cybersecurity team for areas of incident response, and troubleshooting using tools like Zscaler, CrowdStrike, and more.
• Helpdesk Support:
  • Tier I - Basic Support:
    • Address account access issues, password resets, hardware troubleshooting, and basic connectivity issues.
    • Provide remote support via video conference.
    • Manage ticket triage, documentation, and resolution.
    • Escalate complex issues to appropriate teams when necessary.
  • Tier II - Advanced Support:
    • Troubleshoot software and hardware issues and resolve intermediate network problems like VPN and WiFi connectivity.
    • Administer SaaS tools like Google Workspace and Okta.
    • Diagnose and resolve root cause issues impacting IT systems or tools.
  • Tier III - Expert Support and System Administration:
    • Help the Senior IT Manager conduct system administration of our SaaS platforms.
    • Participate in testing and rollouts of new technology.
    • Occasionally collaborate with developers, vendors, or system architects to resolve critical issues involving our SaaS platforms and engineering initiatives.
    • Conduct root cause analysis and propose long-term solutions.
    • Develop Tier 0 documentation for self-service IT support.

Who We’re Looking For

• Energized by solving technical problems and helping others succeed.
• Detail-oriented with the ability to maintain and improve IT documentation and procedures.
• A collaborative team player with strong communication skills and a desire to learn and grow in the IT field.
• Motivated to build and enhance IT processes for a scaling organization.
• Ability to work in a remote-first environment and work effectively through Slack and Zoom.

Minimum Qualifications

• 4+ years of experience in IT support, helpdesk, or a similar role.
• Degree in Information Technology, Computer Science, or related field, or equivalent practical experience.
• Proficiency in troubleshooting hardware and software issues on both macOS and Windows.
• Experience with SaaS platforms and tools such as Google Workspace, Okta, and Slack, or similar.
• Basic understanding of networking principles, including end-user connectivity, WiFi, and VPNs.
• Ability to participate in an on-call schedule that may include after-hours and weekend support.
• Must be willing to work standard East Coast hours.
• Applicants must be legally authorized to work in the United States without employer sponsorship, now or in the future.

Preferred Qualifications

• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft 365 Certified).
• Experience working in a fast-growing startup environment.
• Demonstrated ability to identify and implement IT process improvements.
• Experience creating technical documentation or user guides.

Join our world-class team as we build and deploy AI solutions that empower physicians and transform patient care—making a meaningful impact on millions of lives. Driven by our mission,  we prioritize transparency, inclusion, and close collaboration, bringing together exceptional people to revolutionize healthcare. If you're passionate about driving innovation and delivering impactful healthcare solutions, we'd love to hear from you!

Rad AI offers a variety of benefits, including:

• Comprehensive Medical, Dental, Vision & Life insurance
• HSA (with employer match), FSA, & DCFSA 
• 401(k)
• 11 Paid Company Holidays
• Location Flexibility (Remote-first company!)
• Flexible PTO policy
• Annual company-wide offsite
• Periodic team offsites
• Annual equipment stipend

At Rad AI, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Please be vigilant regarding job scams. We advise all candidates to apply directly through our official careers page. Our recruiters will use email addresses with the domain @radai.com or no-reply@ashbyhq.com.