[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