Technical Support Engineer – PACS

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

📋 Description

• Act as the main technical support resource for PACS in customer healthcare IT projects.

• Provide second-level assistance for PACS and healthcare IT systems.

• Diagnose and resolve escalated technical problems.

• Address customer inquiries through phone, email, and ticketing systems.

• Manage projects and oversee tasks as the primary contact for customer communication and issue resolution.

• Collaborate with IT, Product, Engineering, and Project Management teams to address complex issues.

• Monitor and prioritize support queues, assigning tickets to the relevant teams.

• Maintain comprehensive records of incidents, resolutions, workflows, and system changes.

• Contribute to enhancements in support processes, knowledge-base documentation, and root-cause analysis.

• Ensure adherence to healthcare regulatory standards and internal IT policies.

• Foster customer relationships through proactive communication, updates, and technical support.

• Provide product and service training to administrators, service-level users, and customers.

• Execute DeepHealth PACS updates, upgrades, and maintenance.

• Conduct pre-sales technical assessments and provide evaluations of effort required.

• Implement and support solutions within public cloud environments and DeepHealth platforms.

• Design, document, implement, and provide support for technical solutions.

• Educate customers on system functionalities and best practices.

• Identify opportunities for enhancing customer experience and operational services.

⛳️ 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.

• A minimum of 3 years of experience in a similar technical support role focused on healthcare or radiology.

• Strong understanding of Windows operating systems, including Windows 7 and above and Windows Server.

• Proficient in Linux system administration and command-line operations.

• Experience with MSSQL database management and relational database technologies.

• Solid understanding of networking concepts, troubleshooting, and infrastructure support.

• Experience in supporting RIS, DICOM, HL7, EMR, and other healthcare IT systems.

• Proven ability to troubleshoot complex software applications and healthcare technology solutions.

• Familiarity with public cloud environments and cloud-based integrations.

• Knowledge of scripting, data serialization, and SSRS reporting tools.

• Strong troubleshooting, analytical thinking, and critical problem-solving skills.

• Experience with ticketing systems and ITIL-based support processes.

• Excellent customer service and relationship management skills, with call center support experience.

• Outstanding written and verbal communication skills with both technical and non-technical audiences.

• Ability to manage multiple priorities and perform effectively under pressure.

• Capacity to collaborate with cross-functional technical and business teams.

• Flexibility to work varied schedules and participate in on-call rotations as needed.

• Strong knowledge of PC/server hardware platforms and general IT infrastructure.

• CCNA or CCNP certification is preferred.

• CompTIA Linux+, RHCA, or RHCT certification is preferred.

• Experience with radiology workflows is preferred.

• Background in healthcare or clinical IT environments is preferred.

• Advanced knowledge of healthcare imaging and workflow technologies is preferred.

• Ability to comply with data privacy, compliance, safety, confidentiality, employment law, and internal policy requirements.

• Capability to lift up to 10 pounds occasionally.

🏝️ Benefits

• Occasional travel may be necessary.

• Remote work environment available.

• Participation in on-call rotation as required.

• Opportunities for product and service training.

• Continuous improvement and professional development through knowledge-base documentation and process initiatives.