IT Application Support Specialist

Job Summary

Provide frontline and advanced application support for doctor-related imaging and application issues and related imaging ecosystem.

Responsibilities

• Incident triage
• User enablement
• Basic configuration changes
• Workflow troubleshooting
• Coinciding with administrators, radiology staff, networking/storage teams, and vendors to ensure high availability and timely result delivery

Essential Functions

• Solid understanding of desktop technical support needs
• White glove support: ensuring return to service, account provisioning, roles/permissions, worklist issues, application issues
• Ability to monitor interface queues and resolve common mapping/format issues with guidance
• Strong troubleshooting across endpoints (modality, workstation, viewer), networks, and storage; reading logs and DICOM traces
• Experience with ticketing/ITSM, incident & problem management, and clear stakeholder communication
• Knowledge of PHI handling, access controls, and audit trail practices (HIPAA/security awareness)
• Able to create user guides, SOPs, and provide end-user training and go-live support
• Hands-on experience providing support, including user issues, configuration, and workflow troubleshooting

Job Requirements

• Serve as the first/second-line doctor support contact; own incident triage, prioritization, and resolution within SLAs
• Serve in an on call capacity for doctor support as needed
• Support radiologists and technologists: viewer issues, hanging protocols, study reconciliation, and worklist problems
• Perform routine configuration tasks (user/role updates)
• Maintain knowledge base, SOPs, and runbooks; deliver user training and go-live floor support
• Track capacity/performance symptoms and raise risks; assist in root-cause analysis and preventive actions
• Ensure compliance with security and privacy policies; support audits and periodic access reviews
• Identify and drive process improvements for reading doctors to enable improved outcomes

Education And Experience Requirements

• 5+ years in support roles
• Bachelor’s degree in Business, Information Systems MIS, or related field.