Associate Cloud Support Analyst

Hyland • Olathe, KS

1d • Hybrid

About The Position

The Associate Cloud Support Analyst provides technical support for customers using Hyland's Acuo VNA and NilRead enterprise imaging solutions. The role troubleshoots application and technical issues, maintains ownership of customer cases, communicates throughout the resolution process, and collaborates with internal teams and customer resources. The customer base operates primarily in on-premises environments, while the analyst develops the knowledge and skills needed to support an increasing number of cloud-hosted deployments.

The position requires customer service and communication skills, along with technical troubleshooting abilities across enterprise applications, Microsoft Windows Server, Microsoft SQL Server, networking, and related infrastructure. The analyst works with guidance from senior team members and uses established tools, diagnostic procedures, documentation, and support processes.

Requirements

• Associate's degree in Information Technology, Computer Science, Healthcare Information Systems, Business, or a related field, or an equivalent combination of education and experience sufficient to perform the principal duties.
• Experience in a customer-facing technical support or service environment.
• Strong critical-thinking, analytical troubleshooting, and problem-solving skills.
• Strong software and application support and diagnostic skills, including the ability to analyze technical issues and identify appropriate next steps with guidance.
• Working knowledge of Windows Server, relational databases, networking, and enterprise application infrastructure.
• Strong organizational, multitasking, prioritization, and time-management skills.
• Strong oral and written communication skills and the ability to communicate technical information clearly to technical and nontechnical audiences.
• Strong customer-service skills and demonstrated ownership and accountability.
• Ability to work in a fast-paced technical support environment and manage changing priorities.
• Up to 10% travel may be required.

Nice To Haves

• Familiarity with Microsoft SQL Server or an equivalent relational database platform.
• Familiarity with healthcare imaging technologies and concepts such as DICOM, PACS, VNA, enterprise viewers, and medical imaging workflows; clinical PACS support experience is preferred.
• Experience working directly with Radiologists, Radiologic Technologists, and PACS administrators, and translating clinical workflow concerns into structured technical troubleshooting steps.
• Familiarity with integration points between PACS/VNA and RIS, EHR, and reporting systems, including HL7, FHIR, DICOM modality worklist, DICOMweb, and IHE profiles.
• Technical aptitude, curiosity, and ability to quickly learn new applications, technologies, and troubleshooting methodologies.
• Familiarity with cloud infrastructure and technologies.
• CIIP, PARCA, or ARRT certifications.
• Working knowledge of Hyland Acuo VNA, NilRead, PACSgear, or comparable enterprise imaging software applications.

Responsibilities

• Troubleshoot and resolve Acuo VNA, NilRead, NilNexus, and PACSgear ImageLink application, system, database, connectivity, and medical imaging workflow issues using established tools and procedures, with guidance from senior team members.
• Communicate regularly with customers about issue status, investigation progress, service impact, next steps, and delays throughout the support lifecycle.
• Maintain ownership of assigned customer requests and incidents, driving them through investigation, escalation, and resolution while ensuring follow-through and accurate case documentation.
• Respond to and triage inbound Acuo/NilRead support cases by assessing severity and customer impact, conducting initial technical investigation, and engaging appropriate internal or customer resources.
• Use established Microsoft SQL Server queries and database diagnostic procedures to support troubleshooting, interpret results, and identify information relevant to application behavior and customer issues.
• Contribute to technical documentation and knowledge resources by documenting troubleshooting procedures, diagnostic findings, known issues, and resolutions.
• Continue expanding technical and clinical workflow knowledge.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree