Provide frontline and advanced application support for radiology imaging workflows: incident triage, user provisioning, configuration changes, DICOM troubleshooting, monitoring interfaces, coordinating with networks/storage/vendors, maintaining SOPs and knowledge base, delivering end‑user training and on‑call doctor support to meet SLAs.
Full Time Position: Monday thru Friday (9AM - 6PM EST) With on call support.
Salary Range $70,000 - $80,000 Annually
Job Summary:
Provide frontline and advanced application support for doctor related imaging and application issues and related imaging ecosystem. Responsibilities include incident triage, user enablement, basic configuration changes, workflow troubleshooting, and coordinating with administrators, radiology staff, networking/storage teams, and vendors to ensure high availability and timely result delivery.
Essential Functions:
- Solid understanding of desktop technical support needs.
- White glove support: ensuring return to service, account provisioning, roles/permissions, worklist issues, application issues
- Ability to monitor interface queues and resolve common mapping/format issues with guidance
- Strong troubleshooting across endpoints (modality, workstation, viewer), networks, and storage; reading logs and DICOM traces
- Experience with ticketing/ITSM, incident & problem management, and clear stakeholder communication
- Knowledge of PHI handling, access controls, and audit trail practices (HIPAA/security awareness)
- Ability to create user guides, SOPs, and provide end‑user training and go‑live support
- Hands-on experience providing support, including user issues, configuration, and workflow troubleshooting.
Job Requirements:
- Serve as the first/second‑line doctor support contact; own incident triage, prioritization, and resolution within SLAs
- Serve in an on call capacity for doctor support as needed
- Support radiologists and technologists: viewer issues, hanging protocols, study reconciliation, and worklist problems
- Perform routine configuration tasks (user/role updates)
- Maintain knowledge base, SOPs, and runbooks; deliver user training and go‑live floor support
- Track capacity/performance symptoms and raise risks; assist in root‑cause analysis and preventive actions
- Ensure compliance with security and privacy policies; support audits and periodic access reviews
- Identify and drive process improvements for reading doctors to enable improved outcomes
Education and Experience Requirements
- 5+ years in support roles
- Bachelor’s degree in Business, Information Systems MIS, or related field.
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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