Associate Cloud Support Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Diagnose and resolve issues related to Acuo VNA, NilRead, NilNexus, and PACSgear ImageLink applications, systems, databases, connectivity, and medical imaging workflows.

• Utilize established tools, diagnostic methods, documentation, and support processes under the guidance of senior team members.

• Maintain regular and timely communication with customers regarding the status of issues, progress of investigations, service impacts, upcoming steps, and any delays in resolution.

• Take ownership and responsibility for assigned customer requests and incidents throughout the investigation, escalation, and resolution processes.

• Respond to and prioritize incoming Acuo/NilRead support cases.

• Evaluate severity and customer impact, conduct initial technical investigations, and involve internal or customer resources as needed.

• Employ Microsoft SQL Server queries and database diagnostic methods to assist in troubleshooting.

• Analyze diagnostic results and extract information pertinent to application behavior, processing, and customer issues.

• Contribute to internal technical documentation and knowledge resources.

• Record troubleshooting procedures, diagnostic outcomes, known issues, and resolutions.

• Enhance knowledge of technical and clinical workflows.

⛳️ Requirements

• Associate's degree in Information Technology, Computer Science, Healthcare Information Systems, Business, or a related field, or a comparable combination of education and experience.

• Background in a customer-facing technical support or service environment.

• Excellent critical-thinking, analytical troubleshooting, and problem-solving abilities.

• Proficiency in software and application support and diagnostic techniques.

• Fundamental understanding of Windows Server, relational databases, networking, and enterprise application infrastructure.

• Preferred familiarity with Microsoft SQL Server or a similar relational database platform.

• Strong organizational, multitasking, prioritization, and time-management capabilities.

• Exceptional oral and written communication skills.

• Demonstrated customer service skills with a strong sense of ownership and accountability.

• Capacity to manage shifting priorities in a dynamic technical support environment.

• Up to 10% travel may be necessary.

• Preferred knowledge of DICOM, PACS, VNA, enterprise viewers, and medical imaging workflows.

• Prior experience in clinical PACS support is preferred.

• Experience collaborating directly with Radiologists, Radiologic Technologists, and PACS administrators.

• Familiarity with RIS, EHR, HL7, FHIR, DICOM modality worklist, DICOMweb, and IHE profiles.

• Technical aptitude, curiosity, and the ability to swiftly learn new applications, technologies, and troubleshooting methodologies.

• Familiarity with cloud infrastructure and related technologies.

• Preferred certifications include CIIP, PARCA, or ARRT, along with working knowledge of Hyland Acuo VNA, NilRead, PACSgear, or similar enterprise imaging software applications.

🏝️ Benefits

• Career development resources.

• Wellbeing programs.

• Innovation practices.

• Inclusive workplace culture.

• Employee initiatives and community giving campaigns.