Technical Support Jobs

About The Position

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.