Associate User Support Analyst - Radiology IT, Hybrid

Dartmouth-Hitchcock Health; Lebanon (NH); Presencial; USD 42.000 - 65.000; A tiempo parcial

Descripción de la vacante

Dartmouth-Hitchcock Health is seeking a frontline support professional to assist users with medical image sharing and distribution software and hardware. You will handle tickets via phone, in person, or self-service and strive for first call resolution while triaging more complex imaging requests.

Teamwork and clear communication are essential to success. You will document assessments, troubleshoot effectively, and escalate when required, collaborating with IS teams to ensure rapid service

Formación

• Provides frontline technical support for software/hardware in medical imaging.
• Documents and handles support tickets with accuracy.
• Triages and escalates complex imaging requests per guidelines.

Responsabilidades

• Provide frontline technical support in person or by phone for moderately complex workflows.
• Document accurate assessments and troubleshoot to resolve or escalate issues.
• Monitor queues and take ownership of tickets as priorities require.
• Deliver high level customer service, restore services, and escalate as needed.
• Obtain pertinent information for ticket creation and provide user-friendly resolutions.
• Maintain proficiency with ticketing and problem-management tools.

Conocimientos

Frontline support

Ticket documentation

Team collaboration

Information delivery

First call resolution

Escalation

Educación

High school diploma or equivalent

Herramientas

ACD system

Descripción del empleo

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