POSITION SUMMARY

Provides IT support via chat to end users who utilize RP IT systems in the practice of providing and supporting radiology services. Diagnoses and resolves a wide range of technical issues, providing effective end-user support for hardware, software, and network connectivity, and contributing to the IT knowledge base for solutions to issues and improving IT support processes.
Shift: 7pm EST - 5:30am EST, 4 days a week

WHO WE ARE AND WHAT WE DO:

Radiology Partners, through its owned and affiliated practices, is a leading radiology practice in the U.S., serving hospitals and other healthcare facilities across the nation. As a physician-led and physician-owned practice, our mission is to transform radiology by innovating across clinical value, technology, service, and economics, while elevating the role of radiology and radiologists in healthcare. Using a proven healthcare services model, Radiology Partners provides consistent, high-quality care to patients, while delivering enhanced value to the hospitals, clinics, imaging centers and referring physicians we serve.

DESIRED PROFESSIONAL SKILLS AND EXPERIENCE

• Shift: 7pm EST - 5:30am EST, 4 days a week
• Bachelor’s degree in Computer Science, Information Systems, or a related field preferred or equivalent experience
• 5+ years of experience in healthcare information technology and radiology required
• Experience working with hardware and networks
• Experience with voice dictation systems, like PowerScribe, or Fluency
• Knowledge of technology and a basic understanding of supported products - covers installation, configuration, and troubleshooting of products provided those products meet pre-defined standards
• Knowledge of HIS/RIS, PACS, and Voice Recognition systems with an understanding of Digital Imaging modality operations, familiarity in DICOM functionality, and the resolution of a PACS database and study queues • Knowledge of Radiology Work Flow
• Critical thinking and creative problem solving skills
• Excellent customer service skills

• Provide advanced IT support to end users, including those supporting and delivering radiology services, ensuring high availability and reliability of clinical IT systems.
• Communicate professionally with radiologists attending to their IT support needs.
• Diagnose and resolve a wide range of technical issues related to hardware, software, network connectivity, and clinical applications across desktops, laptops, mobile devices, and peripherals.
• Investigate, triage, and resolve escalated or high-priority issues, collaborating with other IT teams when necessary to ensure timely and effective resolution.
• Apply analytical and problem-solving skills to identify root causes, resolve recurring issues, and maximize the efficiency and effectiveness of IT support.
• Provide support during planned and unplanned downtime, following downtime procedures to ensure continuity of operations for clinical and administrative users.
• Manage incidents and service requests through ServiceNow, maintaining accurate records of issues, actions taken, and outcomes.
• Ensure timely and clear communication of ongoing issues and interim workarounds, and notify customers once a permanent resolution is established.
• Contribute to problem management efforts by identifying trends, documenting known errors, and recommending process or technical improvements.
• Identify gaps of training and knowledge of teams to improve quality, consistency, and efficiency for first call support.
• Maintain and update IT documentation, including support procedures, troubleshooting guides, and knowledge base articles to improve team effectiveness and user self-service capabilities.
• Serves as an escalation point during on-call periods to resolve urgent technical issues impacting operations.