Associate User Support Analyst - Overnights, Radiology IT, Hybrid

Dartmouth-Hitchcock Health; Lebanon (NH); On-site; USD 50,000 - 70,000; Full time

Job summary

Dartmouth-Hitchcock Health is seeking a frontline support professional to assist users with imaging software and hardware, both in person and by phone, in a hospital setting in Lebanon, NH. You will document issues, triage requests, and work as part of a supportive IS team to restore services quickly.

The role emphasizes strong customer service, accurate information gathering, ticketing workflow, and collaboration with other IS groups to resolve imaging requests and improve patient care.

Qualifications

• High school diploma or equivalent required.
• Experience with IT service desk or frontline support preferred.
• Knowledge of ticketing workflows and problem management.

Responsibilities

• Provide frontline in-person and phone support for medical imaging software and hardware.
• Document and triage tickets; attempt first-call resolution.
• Escalate complex issues per guidelines.
• Monitor queues and own tickets by priority.
• Deliver high level customer service and communicate status.
• Gather pertinent information for ticket creation.
• Maintain proficiency with ticket and problem management tools.
• Collaborate with IS teams and present updates to stakeholders.

Skills

Customer service

Troubleshooting

Teamwork

Communication

Education

High school diploma or equivalent

Tools

ACD system

Ticketing software

Imaging software

Job description

Overview

A frontline support professional who provides end-user support, both over the phone and in person, for software and hardware issues related to medical image sharing and distribution. Receives, documents, and handles tickets. Responsible for providing information, attempting first call resolution, triaging and escalating requests for complex imaging request issues appropriately. Able to work as part of a team.

Responsibilities

• Provides frontline technical support in person, by telephone, via self-service tickets or other communication venues on moderately complex workflows and/or processes. Documents accurate assessment, analyzes, effectively troubleshoots and resolves or appropriately escalates issues.
• May monitor team work queues and takes ownership of tickets according to priority and daily assignments.
• Responsible for providing a high level of customer service by providing customers with information, restoring services, providing specific services as per guidelines and escalating tickets to higher levels of support.
• Responsible for obtaining pertinent information for ticket creation and providing a customer friendly resolution.
• May provide analysis functions in support of special projects.
• Maintain proficiency with tools necessary to the role, including current software platform for ticket and problem management.
• Successfully utilizes the ACD (Automatic Call Distributor) system within department guidelines.
• Networks and collaborates with other IS teams.
• May present information in small group settings (informal presentations). Communicates the status of open problems or issues to all concerned parties.
• May manage single-person projects as assigned, using proscribed workflows from inception through completion.
• Performs other duties as required or assigned

Qualifications

• High school diploma or equivalent preferred

Required Licensure/Certifications

• None