Digital Support Specialist

Envision-TBS; Pittsburgh (Allegheny County); On-site; USD 60,000 - 90,000; Full time

Job summary

A leading company in healthcare technology is seeking a Solutions Support professional to deliver exceptional technical and clinical support. This role involves routine maintenance, software upgrades, and customer interaction to enhance satisfaction. Candidates should possess a Bachelor's degree and substantial experience in Radiology and IT support, with strong communication skills and a team-oriented attitude.

Qualifications

• Bachelor's degree preferred with relevant experience.
• At least four years in a Radiology clinical environment.
• Deep technical knowledge in Radiology systems and IT support.

Responsibilities

• Provide technical and clinical support to customers.
• Coordinate multiple tasks/projects in a fast-paced environment.
• Maintain high quality of the Radiology Digital Solutions Platform.

Skills

Technical Support

Communication

Problem Solving

Teamwork

Education

Bachelor's Degree

Tools

Microsoft

Postgres

Red Hat

PACS

RIS

DICOM

HL7

PHP

Java

HTML

XML

Cloud IT support

Job description

Solutions Support – To deliver a superior customer experience by providing product technical and clinical support to all customers, internal and external.

Position Summary

This role will provide routine and preventative maintenance, remote software upgrades, server migrations, and support for new product implementations of software products to our customers and partners, all in a timely manner.

Position Duties and Responsibilities

1. Provide world-class support, in cooperation with our partners, using our end-to-end tech stack and processes, ensuring customer needs are addressed;
2. Coordinate and participate in multiple tasks/projects in a fast-paced environment while meeting deadlines;
3. Facilitate feedback from customers to Marketing, Sales, Product Management, and Customer Success for continuous product improvements;
4. Maintain high quality of the Radiology Digital Solutions Platform through continuous testing and data quality focus;
5. Handle customer requests and complaints—technical, clinical, and workflow-related—in a prompt and effective manner;
6. Respond professionally to calls, emails, and requests timely;
7. Identify and troubleshoot issues to increase customer satisfaction;
8. Assist product development and support teams with technical documentation and support process documentation;
9. Create articles for the knowledge management system.

Requirements / Preferences :

Education Preferred : Bachelor's Degree

Skills & Competency Requirements

• Associate’s degree with at least eight years of relevant experience OR Bachelor’s degree with at least five years of relevant experience;
• At least four years of experience within the Radiology clinical environment;
• Deep technical knowledge and experience with Microsoft, Postgres, Red Hat, PACS, RIS, DICOM, HL7, Web Services, PHP, Java, HTML, XML, and Cloud IT support;
• Strong understanding of clinical workflow within Radiology;
• Knowledge of diagnostic imaging workflows, networking, storage, and consumption;
• Understanding of Radiology stakeholders’ needs, including Radiologists, technologists, PACS Administrators, IT, Security, and Administration;
• Understanding of diagnostic procedures and Imaging Informatics tools;
• Familiarity with Radiology modalities and interfacing requirements;
• Proficiency in DICOM, HL7, and Radiology systems like RIS/HIS, PACS, Worklists, and Integration Engines;
• Ability to communicate effectively with customers of varying technical and clinical knowledge;
• Strong communication skills, both verbal and written;
• Proficiency in Microsoft Office and related products;
• Hands-on, self-motivated, team-oriented, detail-focused, results-driven attitude;
• Willingness to travel domestically (5-10%).

Preferences

• Experience with Radiology workflows;
• Knowledge of data privacy and cybersecurity;
• Experience with product implementations, RedHat Certification, DoD Access;

Certifications and Additional Qualifications

• Security Plus Certification;
• Completion of T3 investigation and Adjudication for ADP/IAT Level II.