Responsibilities
- Provide advanced technical support for medical imaging systems including PACS, RIS, and VNA, troubleshooting complex Level II issues related to DICOM, HL7, and IHE protocols while maintaining clear, customer-focused communication.
- Enhance system stability and performance by assisting with software updates, patches, and system configurations in collaboration with engineering and IT teams, and support disaster recovery initiatives, backup validation, and ongoing system monitoring.
- Maintain compliance with regulatory standards such as HIPAA, FDA guidelines for medical devices, and ISO 13485 by accurately documenting support cases, system changes, and resolutions, and by creating or revising technical manuals and user documentation.
- Work with radiologists, imaging technologists, and IT staff to diagnose system problems, improve clinical workflows, and resolve intricate, multi-system support issues using internal knowledge resources and team expertise.
- Participate in a rotating on-call schedule to ensure continuous technical coverage, including availability during evenings, weekends, and holidays, to support uninterrupted client operations.
