Associate User Support Analyst - Radiology, Hybrid

Dartmouth Health; Lebanon (NH); Hybrid; USD 45,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Paid time off

Retirement plans

Job summary

Dartmouth Health is seeking a Radiology IT support professional to assist radiologists and regional technologists. You will troubleshoot image/report transmission issues, manage tickets, and act as a Super User across radiology IT systems.

The role emphasizes frontline customer service, collaboration with IS teams, and participation in small group information sessions. Day shifts with hybrid remote work are offered as part of a comprehensive benefits package.

Qualifications

• High school diploma or equivalent preferred.
• Experience providing frontline technical support in radiology or healthcare IT is a plus.
• Strong communication and customer service skills required.

Responsibilities

• Provide frontline technical support in person, by phone, or via tickets for moderately complex workflows.
• Monitor team work queues and take ownership of tickets per priority.
• Deliver high level customer service and escalate issues as needed.
• Obtain pertinent information for ticket creation and resolve incidents.

Skills

Frontline technical support

Customer service

Ticket management

ACD system

Team collaboration

Project management (single-person)

Education

High school diploma or equivalent

Tools

ACD system

Ticket/ITSM tools

Job description

Overview

Supports and assists in the provision of high-quality professional Radiology services to Dartmouth Health and its contracted hospitals. Assists Radiologists with the communication of critical patient results to ordering providers. Creates addendums to radiology reports on behalf of radiologists to ensure complete and accurate patient medical records. Able to work as part of a team. Provides frontline technical support to radiologists, in-person, by telephone, or in other communication venues for complex workflows and/or processes. Provides frontline technical support to regional partner radiology technologists, by telephone or other communication venues to correct image and report transmission issues. Super User in all radiology IT systems to troubleshoot and resolve issues related to image and report movement between facilities.

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
• Remote:Hybrid Remote
• Area of Interest:Information Systems/Technology
• Pay Range:$21.72/Hr. - $33.67/Hr.
• FTE/Hours per pay period:1.00 - 1.00 - 40 hrs/week
• Shift:Day
• Job ID:41957

Dartmouth Health offers a total compensation package that includes a comprehensive selection of benefits. Our Core Benefits include medical, dental, vision and life insurance, short and long term disability, paid time off, and retirement plans.

Dartmouth Health is an Equal Opportunity and Aff… All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy-related conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, veteran or military status, or any other status protected by applicable federal, state, or local law.

Dartmouth Hitchcock Medical Center and Dartmouth Hitchcock Clinics comply with applicable Federal civil rights laws and do not discriminate on the basis of race, color, national origin, age, disability, or sex. We do not exclude or treat people differently because of race, color, national origin, age, disability, or sex.