Remote IT Support Analyst - Healthcare Imaging

Agfa HealthCare Corporation; Minneapolis (MN); On-site; USD 65,000 - 90,000; Full time

Job summary

Agfa HealthCare is seeking a Customer Support Analyst, Tier 1, to provide remote technical support to customers, field engineers, sales and implementation teams. You will log calls, document solutions, and manage escalations while delivering timely incident handling and SLA adherence.

The ideal candidate has a Bachelor's in Computer Science or Information Systems, strong IT infrastructure knowledge, healthcare IT experience, and excellent communication skills. Travel eligibility is required.

Qualifications

• Bachelor's degree in Computer Science and/or Information Systems or equivalent experience.
• Strong IT infrastructure knowledge (databases, OS, servers) and familiarity with Agfa products.
• Three years in technical customer support in a high-tech or healthcare IT environment.
• Solid networking and OS basics (Linux, UNIX, Windows), databases (Oracle).
• Excellent communication and customer service skills.

Responsibilities

• Provide remote technical support and consultation to Agfa customers, Field Engineers, Sales and Implementations teams.
• Use support software for logging and tracking calls.
• Document solutions and resolutions in the knowledge base and communicate them to service teams.
• Manage escalations to Level 2 and Development; act as a point of contact for higher support levels.
• Attend product training and stay updated on product versions and third-party integrations.
• Occasionally visit customer sites and ensure high customer satisfaction.
• Handle incidents in a timely manner according to SLA policies.

Skills

IT Infrastructure

Networking basics

Healthcare IT knowledge

Remote collaboration

Education

Bachelor's Degree in Computer Science and/or Information Systems

Tools

VB/ASP

VB.NET

HTML

XML

SQL/PLSQL

Oracle Database

Job description

Agfa HealthCare is seeking a Customer Support Analyst, Tier 1, to provide remote technical support to customers, field engineers, sales and implementation teams. You will log calls, document solutions, and manage escalations while delivering timely incident handling and SLA adherence.

The ideal candidate has a Bachelor's in Computer Science or Information Systems, strong IT infrastructure knowledge, healthcare IT experience, and excellent communication skills. Travel eligibility is required.