IT Support Engineer | Radiology | US

At Harrison.ai, we’re redefining what’s possible in healthcare. Through our diagnostic AI solutions, we’re building tools that support clinicians to deliver earlier, more accurate diagnoses and raise the standard of care for millions of patients worldwide.

Our mission is bold but simple: to scale global healthcare capacity and create a fairer, healthier world. By using AI as a co-pilot for clinicians, we’re tackling one of healthcare’s biggest challenges, the shortage of human expertise, and giving every patient the chance to access timely, high-quality care, no matter where they live.

Because while we’re building cutting-edge AI, what we’re really building is hope—that everyone can access the healthcare they deserve.

And we’re just getting started.

As Harrison.ai's growth plan is becoming more sophisticated through joint ventures and new product launches. As the company scales, this role plays a key part in building the systems and processes that will support not just today’s needs, but the future vision of Harrison.ai. It’s an opportunity to help solve new, complex challenges that come with global expansion and rapid innovation.

Reporting to the IT Support Lead, the IT Support Engineer role sits within the global IT function supporting Frontier Radiology and Harrison.ai,. The position is heavily focused on supporting Frontier Radiology’s 24/7 teleradiology operations in the United States, where reliable technology is critical to patient care. You will provide Level 2 end-user support to radiologists and clinical teams, resolving issues across hardware, software, cloud SaaS tools, and specialised radiology systems such as PACS, RIS, and diagnostic workstations.

This role requires a strong sense of urgency and ownership, as technical downtime directly impacts clinical workflows and patient outcomes. You will act as an escalation point for radiology support, prioritise critical issues, and build strong relationships with clinicians while driving continuous improvement. As part of a remote-first, fast-paced IT team operating in agile three-week sprints, you’ll contribute to system implementations, migrations, and platform scaling initiatives that enable Harrison.ai to deliver meaningful impact at a global scale.

• 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

Must Have

• 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

Nice to have skills and characteristics:

• Advanced knowledge of cyber security principles and healthcare-specific security frameworks

• Experience automating common admin tasks using PowerShell, Python, or similar scripting languages

• Tertiary qualified in a relevant IT related field and/or relevant work experience

• Experience with teleradiology operations or distributed healthcare service delivery

• Familiarity with radiology workstation hardware specifications and diagnostic monitor calibration

• Experience with multiple PACS vendors and integration engines (HL7, DICOM routers)

• Previous experience supporting Australian-based companies operating in US healthcare markets

🌍 Innovate for Global Good. Join us to pioneer world-first AI technology that transforms patient outcomes and helps build a healthier, fairer world.

🤝 Collaboration Across Continents. Work with brilliant minds from every corner of the globe in a culture built on trust, autonomy, and genuine teamwork.

🚀 Well-Funded & Global. Backed by world-class investors including Aware Super, Blackbird Ventures, Skip Capital, and Horizons Ventures, we’ve raised over US$240M to accelerate our global impact.

🌱 Scale Your Potential. Tap into yearly L&D budgets, mentoring, hackathons, and secondments—all supported by a transparent growth framework to grow your career.

💻Flex for Life. Work when and where you do your best—with WFH options, flexible hours, and the autonomy to make an impact your way.

🙌 Support for Every Family Journey. From fertility to parenthood, loss, and even grandparenthood—we provide inclusive, thoughtful policies to support families in every stage.

If you’re inspired by what we're up to, please apply now and we'll be in touch soon.

We are proud to be an Equal Opportunity Employer. Diversity’s not a buzzword here, it’s in our DNA. Diverse perspectives shape our culture and make our work better. We’re committed to building inclusive teams that represent a variety of backgrounds and skills. We look forward to hearing from you.