Technical Support Engine PACS

RadNet•Somerville, MA

3d•Remote

About The Position

The Technical Services Engineer, RIS is the first point of contact for users and serves as the primary RIS technical support resource for customer healthcare IT projects. The role provides second-level support for RIS and other healthcare IT systems, troubleshoots and resolves escalated technical issues, and supports users through phone, email, and ticketing systems. It coordinates projects and customer communications, monitors and triages support queues, and collaborates with IT, Product, Engineering, and Project Management teams to resolve complex issues and maintain service quality. The position also performs RIS updates, upgrades, and maintenance; supports integrations in public cloud environments and DeepHealth platforms; designs and documents technical solutions; conducts pre-sales technical evaluations and level-of-effort assessments; and delivers training and technical guidance to customers. It contributes to process improvements, knowledge-base documentation, root cause analysis, and customer experience enhancements while following healthcare regulatory standards, data privacy requirements, and internal policies. The position is remote and may require occasional travel and participation in on-call rotations. It reports to work regularly as scheduled and may involve varied schedules.

Requirements

Bachelor’s degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience.
At least 5 years of experience in IT support roles.
At least 3 years of experience in a similar healthcare- or radiology-focused technical support role.
Strong knowledge of Windows operating systems, including Windows 7 and later, and Windows Server.
Strong Linux system administration and command-line experience.
Experience with MSSQL database management and relational database technologies.
Strong understanding of networking concepts, troubleshooting, and infrastructure support.
Experience supporting RIS, DICOM, HL7, EMR, and other healthcare IT systems.
Demonstrated experience troubleshooting complex software applications and healthcare technology solutions.
Experience with public cloud environments and cloud-based integrations.
Familiarity with scripting, data serialization, and reporting tools such as SSRS.
Strong troubleshooting, analytical thinking, and critical problem-solving skills.
Experience using ticketing systems and ITIL-based support processes.
Strong customer service, relationship management, and call center support experience.
Excellent written and verbal communication skills with technical and non-technical audiences.
Ability to manage multiple priorities and work effectively under pressure.
Ability to collaborate effectively across technical and business teams.
Flexibility to work varied schedules and participate in on-call rotations as required.
Strong understanding of PC/server hardware platforms and general IT infrastructure.
Professional communication and interpersonal skills for internal and external customer interactions.
Ability to perform the described physical activities, including lifting up to 10 pounds occasionally.

Nice To Haves

CCNA or CCNP certification.
CompTIA Linux+, RHCA, or RHCT certification.
Radiology workflow experience.
Experience in healthcare or clinical IT environments.
Advanced knowledge of healthcare imaging and workflow technologies.

Responsibilities

Serve as the primary RIS technical support resource for customer healthcare IT projects.
Provide second-level support for RIS and healthcare IT systems, troubleshooting and resolving escalated technical issues.
Respond to customer inquiries by phone, email, and ticketing systems in a timely and professional manner.
Coordinate projects, own assigned tasks, and act as the primary customer contact for communications and issue resolution.
Collaborate with IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues.
Monitor and triage support queues and assign tickets to appropriate product or functional teams.
Maintain detailed ticketing-system records of incidents, resolutions, workflows, and system changes.
Contribute to support-process improvements, knowledge-base documentation, and root cause analysis.
Ensure compliance with healthcare regulatory standards and internal IT policies.
Maintain customer relationships through proactive communications, updates, and technical guidance.
Deliver product and service training to administrators, service-level users, and customers as needed.
Perform DeepHealth RIS system updates, upgrades, and maintenance activities.
Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions.
Integrate and support solutions in public cloud environments and DeepHealth platforms.
Design, implement, document, and support technical solutions that meet customer and organizational requirements.
Work across internal teams to support customer satisfaction, issue resolution, and operational success.
Educate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency.
Identify opportunities to improve customer experience and contribute to operational and service enhancements.
Follow applicable laws and DeepHealth policies and procedures, and maintain data privacy, compliance, safety, and confidentiality standards.
Practice universal safety precautions and promote good public relations by phone and in person.
Adapt to new tasks, methods, and systems; report to work regularly and punctually; and complete responsibilities in a quality and timely manner.
Participate in on-call rotations and work varied schedules as required.
Travel occasionally as required.