Technical Support Engineer – PACS

🔥 0 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $75k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 20%

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DeepHealth

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 $225k Grant on 2019-08

Healthcare • Consulting • Logistics

DeepHealth is a global leader in AI-powered health informatics, providing innovative solutions designed to enhance operational efficiency and clinical confidence in radiology. As a wholly-owned subsidiary of RadNet, Inc. , DeepHealth offers a comprehensive suite of diagnostic and imaging tools, including the DeepHealth OS, a pioneering cloud-native operating system. Their AI-powered solutions support large-scale diagnostic programs and streamline workflows in areas such as breast, prostate, lung, and brain cancer detection. DeepHealth collaborates with leading healthcare institutions worldwide to transform radiology practices and improve care delivery.

📋 Description

• Serve as the primary PACS technical support resource for customer healthcare IT projects • Provide second-level support for PACS and healthcare IT systems • Troubleshoot and resolve escalated technical issues • Respond to customer inquiries via phone, email, and ticketing systems • Coordinate projects and own tasks as the primary customer communication and issue-resolution contact • Collaborate with IT, Product, Engineering, and Project Management teams to resolve complex issues • Monitor and triage support queues and assign tickets to appropriate teams • Maintain detailed incident, resolution, workflow, and system-change records • 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 communication, updates, and technical guidance • Deliver product and service training to administrators, service-level users, and customers • Perform DeepHealth PACS updates, upgrades, and maintenance • Conduct pre-sales technical evaluations and provide level-of-effort assessments • Integrate and support solutions in public cloud environments and DeepHealth platforms • Design, implement, document, and support technical solutions • Educate customers on system functionality and best practices • Identify opportunities to improve customer experience and operational services

🎯 Requirements

• Bachelor’s degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience • Minimum of 5 years of experience in IT support roles • Minimum of 3 years of experience in a similar healthcare or radiology-focused technical support role • Strong knowledge of Windows operating systems, including Windows 7 and above 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 • Proven experience troubleshooting complex software applications and healthcare technology solutions • Experience with public cloud environments and cloud-based integrations • Familiarity with scripting, data serialization, and SSRS reporting tools • 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 across cross-functional 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 • CCNA or CCNP certification preferred • CompTIA Linux+, RHCA, or RHCT certification preferred • Radiology workflow experience preferred • Experience in healthcare or clinical IT environments preferred • Advanced knowledge of healthcare imaging and workflow technologies preferred • Ability to follow data privacy, compliance, safety, confidentiality, employment-law, and internal policy requirements • Ability to lift up to 10 pounds occasionally

🏖️ Benefits

• Occasional travel may be required • Remote working environment • On-call rotation participation as required • Product and service training opportunities • Continuous improvement and professional development through knowledge-base documentation and process initiatives