PACS Administrator

Metasys Technologies; Lexington (MA); Remote; USD 30,000 - 41,000; Full time

Job summary

Metasys Technologies seeks a PACS - Technical Support Representative L1 for a remote, 6 months contract-to-perm engagement. You will provide remote technical support for HCUS customers, troubleshoot software and network issues, and document cases for escalation.

Shift is 9 AM - 6 PM EST; occasional overtime may be required. Strong communication and decision-making skills are essential to succeed in a fast-paced, team environment.

Qualifications

• Trade School certification or a 2-year degree.
• Excellent communication and interpersonal skills.
• Ability to make independent decisions from tech data.
• Strong organizational and multitasking abilities.
• Knowledge of Windows OS, SQL Server and Oracle.

Responsibilities

• Troubleshoot software and network issues via remote support.
• Collaborate with internal and external groups on complex issues.
• Document problems and solutions in the knowledge base.
• Maintain compliance with regulatory and quality requirements.
• Occasional overtime and after-hours work may be required.
• Perform other duties as assigned.
• Meet KPIs for customer satisfaction and response times.
• Ensure timely call handling and case closures.
• Complete provided training.

Skills

Communication skills

Independent decision making

Organizational skills

Multi-tasking

Team environment

Education

Trade School Certification

2 Year Degree

Industry Experience Equivalent

Tools

Windows OS

SQL Server

Oracle

Networking

Job description

PACS - Technical Support Representative L1

6 months contract to perm

Remote Position

Shift timing is 9AM - 6PM EST.

The TAC- LEVEL 1- CONTRACTOR provides remote technical support for HCUS customers. This position requires the individual to be comfortable making logical decisions while working on issues. The position also requires the ability to gather data and document the troubleshooting process efficiently to ensure timely escalations as the situation dictates.

Duties and Responsibilities

• Assesses software and network related issues on customer systems and resolves those issues through remote troubleshooting.
• Collaborate with internal and external groups on solving more complex technical issues.
• Effectively document problems and solutions into a product knowledge database.
• Learn and remain compliant with all regulatory and quality requirements.
• Working outside of normal business hours, overtime and holidays may be required based on the needs of the business.
• Handles other duties as assigned.
• Maintain a high level of success with the team's Key Performance Indicators:
• Customer Satisfaction - measured on individual satisfaction factors
• Availability to answer calls, call handling, communication, and documentation skills
• Timely support case closures
• Completion of provided training

Qualifications

• Trade School Certification, 2 Year Degree, or Industry Experience Equivalent.
• Superior communication and interpersonal skills, excellent phone manner.
• Ability to achieve results and meet goals in a fast-paced, team environment.
• Ability to make independent decisions based on interpretation of technology data and product knowledge.
• Excellent organizational and multi-tasking skills.
• Working knowledge of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), Networking, SQL Server and Oracle.

Preferred Skills

• Knowledge of Synapse workflows and their implementations.
• Knowledge in Synapse application front end.
• Experience with clinical data transfer protocols and interfaces (HL7 and DICOM).
• Knowledge of medical informatics architecture (VMware and Storage Solutions).
• Industry-specific certifications in relevant technical background (Microsoft, VMware, Cisco, Security +, etc.).