IT Support Engineer – Radiology
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Job Description
IT Support Engineer providing Level 2 support to radiologists and clinical teams. Supporting 24/7 operations, resolving technical issues in healthcare technology with urgency.
Responsibilities:
- Provide Level 2 support via phone/email/Slack & portal to user queries regarding User's Desktop setups; including Windows, macOS, Linux laptops
- Support radiologists across US time zones with priority response for reading workstation and PACS viewer issues that impact clinical workflows
- Provide on-site and remote support to local and international users (on demand)
- Troubleshoot DICOM connectivity, image routing, and PACS/RIS integration issues
- Optimize performance for radiology workstations, diagnostic monitors, and PACS viewing applications
- Support and troubleshoot VPN and secure remote access for distributed radiologists
- Application support such as Atlassian, Office 365, SharePoint, Mimecast, 1Password, Zoom Phone and other applications within the business
- Provide expert support for PACS and RIS systems, understanding radiology workflows and the urgency of clinical downtime
- Contribute towards a continuous improvement culture, removing obstacles and identifying potential for service delivery, business and process improvements
- Take remediation actions in response to errors, problems, service requests and incidents, with ability to triage and escalate urgent clinical issues
- Perform root cause analysis on recurring technical issues and implement preventative measures
- Administer SaaS application access permissions and authorisations, including escalation and issue management
- Maintain HIPAA compliance across all systems and support activities, ensuring healthcare data security standards
- Educate internal customers and radiologists on applications, systems, and best practices
- Facilitate Employee Onboarding and Offboarding experience including asset management/procurement, user account and group management as well as coordinating logistics for end user devices
- Remote and local hardware support
- Ticket Management using our ITSM tools with focus on SLA adherence for clinical support requests
Requirements:
- 3+ years of previous experience in an IT Support role, supporting mixed operating systems including Linux, MacOS and Windows
- 3+ years of hands-on experience with PACS and RIS systems in a healthcare or radiology environment
- Experience supporting healthcare professionals in time-sensitive clinical environments where downtime impacts patient care
- Previous experience working in a cloud first technology environment
- Strong understanding of Microsoft 365 ecosystem, including SharePoint, OneDrive, and Exchange Online
- Experience with Azure Entra ID
- Strong understanding of HIPAA requirements and healthcare data security principles
- Experience with DICOM protocols and medical imaging workflows
- Demonstrated ability to triage and prioritize urgent clinical support requests effectively
- Excellent problem and conflict resolution skills with ability to liaise effectively with radiologists and all levels of stakeholders
- Capacity to work with minimal supervision and ability to manage own time effectively
- Excellent team and collaboration skills
- Ability to deal with ambiguity in a fast paced rapidly evolving environment
- Strong documentation skills for knowledge base articles and technical procedures
Benefits:
- Yearly L&D budgets
- Mentoring
- Hackathons
- Secondments
- WFH options
- Flexible hours
- Inclusive, thoughtful policies to support families in every stage
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