Pacs Admin III

Albany Medical Center•Albany, NY

1d•$84,783 - $131,414•Onsite

About The Position

The PACS Administrator provides onsite and remote support for all PACS-like systems. The PACS Administrator will take ownership of all PACS related issues regardless of escalation path and work to resolution utilizing all skills, experience, training, documentation and resources at their disposal. The PACS Administrator escalates and notifies Albany Med employees and management appropriately according to documented standard operating procedures. The PACS Administrator is responsible for an exemplary customer service experience for all Albany Med PACS users. The PACS Administrator acts as a liaison between the customer and Information Technology (IT) to resolve any issue that is reported. The PACS Administrator will fulfill any project-based or new request for services that are assigned to them within agreed upon timelines. The PACS Administrator – Level III will have moderate onsite field support experience or the corresponding knowledge/skillsets required for the role. The individual will utilize their knowledge and experience in combination with departmental standard operating procedures, processes, documentation and training to resolve issues. The individual will receive moderate to little supervision and will have moderate latitude in decision making on resolving issue. The individual is expected to escalate issues that fall outside of their training and documentation for disposition by senior peers or management. The individual will have knowledge of and excel at providing customer service and ensure that all written and verbal interactions with users meet those standards. The individual will have exemplary personal work ethic and strive to work effectively and efficiently.

Requirements

Moderate onsite field support experience or the corresponding knowledge/skillsets required for the role
Knowledge and experience in combination with departmental standard operating procedures, processes, documentation and training to resolve issues
Moderate to little supervision
Moderate latitude in decision making on resolving issue
Knowledge of and excel at providing customer service
Exemplary personal work ethic
Ability to work effectively and efficiently

Nice To Haves

Escalate issues that fall outside of their training and documentation for disposition by senior peers or management
Ensure that all written and verbal interactions with users meet customer service standards

Responsibilities

Respond to issues reported by customers and resolve themselves or engage/escalate issues to point of resolution escalating when needed to senior peers
Provide troubleshooting support, configuration, and calibration of radiologist work stations, radiology technician workstations, and diagnostic monitors
Install computers, printers and other related equipment and software to support enterprise PACS needs
Excel at providing customer service in all verbal and written interactions with users
Work as part of a team to meet goals set forth by Information Technology management
Meet or exceed documented and communicated statistical metrics that drive overall departmental performance
Take ownership of issue and incident resolution ensuring issues are looked at for possible global issues and not just local or isolated
Provide all support actions that assist in the betterment of the end user experience
This position provides direction for PACS Administrator – Levels I and II and provides direction to IT and non-IT staff for PACS related projects and work
Direct contact with end users, IT and non-IT staff support staff and management, and vendors
Ad hoc exposure to Albany Med IT executives
Maintain current technical expertise in the rapidly changing technology of Albany Med Information Technology and PACS administrative duties
Ensure closure of customer reported issues by confirmation with said customer of their satisfaction
Provide best effort support for non-standard applications and hardware
Recognize and identify potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion
Provide documentation, policy and procedure standards for the PACS computing environment
Identify and evaluate information technology tools for potential implementation
Act as a liaison between the customers and Information Technology to resolve any issue with the end user experience
Provide system administrator level support for other non PACS clinical and support applications as necessary
Provide on-call, extended weekday and weekend support for on-site and off-site locations, as warranted by critical business requirements
Maintain confidentiality by using and communicating information only as needed to perform one’s duties
Perform at or above the Information Technology performance standards
Fulfill department requirements in terms of providing work coverage and administration notification during periods of absence (personnel illness, vacation, education, etc.)
Perform other duties or assignments as designated by management and/or senior peers