[Remote] Technical Support Engine PACS

Note: The job is a remote job and is open to candidates in USA. Dice is hiring a Technical Services Engineer, PACS to provide expert technical support for healthcare IT users and customers. The role focuses on troubleshooting and resolving PACS-related issues, coordinating customer-facing projects, supporting system updates and integrations, ensuring regulatory compliance, and improving support processes and customer experience.


Responsibilities

  • Serve as the primary PACS technical support resource for customer healthcare IT projects
  • Provide second-level support for PACS and healthcare IT systems, troubleshooting and resolving escalated technical issues
  • Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner
  • Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution
  • Collaborate with IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues
  • Monitor and triage support queues, assigning tickets to the appropriate product or functional teams
  • Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system
  • Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts
  • Ensure compliance with healthcare regulatory standards and internal IT policies
  • Support and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance
  • Deliver product and service training to administrators, service-level users, and customers as needed
  • Perform DeepHealth PACS system updates, upgrades, and maintenance activities
  • Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions
  • Integrate and support solutions within public cloud environments and DeepHealth platforms
  • Design, implement, document, and support technical solutions that meet customer and organizational requirements
  • Work cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success
  • Educate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency
  • Identify opportunities to improve customer experience and contribute to ongoing operational and service enhancements
  • Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, visitors, and vendors
  • Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance
  • Follows all local, regional and country laws concerning employment
  • Follows all DeepHealth policies and procedures
  • Follows data privacy, compliance, safety and confidentiality standards at all times
  • Practices universal safety precautions
  • Promotes good public relations on the phone and in person
  • Adapts and is willing to learn new tasks, methods, and systems
  • Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with DeepHealth guidelines
  • Completes job responsibilities in a quality and timely manner

Skills

  • 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 (Windows 7 and above, 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 reporting tools such as SSRS
  • 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 both technical and non-technical audiences
  • Ability to manage multiple priorities and work effectively under pressure
  • Ability to collaborate effectively 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
  • Professional communication and interpersonal skills required for internal and external customer interactions
  • This position may require occasional travel
  • This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking
  • Also, must be able to lift up to 10 pounds occasionally
  • CCNA or CCNP certification
  • CompTIA Linux+, RHCA, or RHCT certification
  • Radiology workflow experience
  • Experience in healthcare or clinical IT environments
  • Advanced knowledge of healthcare imaging and workflow technologies

Benefits

  • Remote work arrangement

Company Overview

  • Dice offers a marketplace that enables direct connections between recruiters and technologists. It was founded in 1990, and is headquartered in Centennial, Colorado, USA, with a workforce of 201-500 employees. Its website is

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