IT Service Desk Support Specialist

RAYUS Radiology is looking for an IT Service Desk Support Specialist to join our team. We are challenging the status quo by shining light on radiology and making it a critical first step in diagnosis and proper treatment. Come join us and shine brighter together! As an IT Service Desk Support Specialist, you will be responsible for providing first-line technical support for radiology and operations departments within our healthcare organization. This role involves assisting end-users with technical issues related to radiology information systems (RIS), picture archiving and communication systems (PACS), and other medical imaging technologies.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

(20%) End-User Support

• Serve as the initial point of contact for radiology staff experiencing technical issues with hardware, software, and medical imaging systems.
• Provide timely and effective solutions or escalate to higher-level support as needed.

• Diagnose and resolve basic technical problems related to desktop PCs, mobile devices, and medical imaging equipment.
• Utilize knowledge of RIS, PACS, and other relevant systems to address user concerns.
  (15%) Ticket Management.
• Log and track all support requests received either via phone call queue or through the self-service portal in the IT Service Management System (ServiceNow).
• Ensure accurate documentation of issues, resolutions, and user interactions to maintain comprehensive records.

• Assist in the installation, configuration, and maintenance of desktop hardware, software, and peripheral devices.
• Ensure that all systems are up-to-date and functioning properly.
  (10%) User Account Management.
• Manage user access and permissions through systems like Microsoft Active Directory.
• Assist with password resets and account lockouts to maintain secure access to IT resources.

• Develop and maintain user guides, FAQs, and knowledge base articles to empower end-users and reduce recurring issues.
  
  

• Adhere to healthcare regulations such as HIPAA to ensure the confidentiality and security of patient information.
• Follow established protocols for data protection and system access.

• Work closely with IT teams and other departments to resolve complex issues and improve overall system performance.
• Participate in training sessions and meetings to stay informed about system updates and best practices.

• Associate's degree in information technology, computer science, or an applicable related field.
• One (1) year experience in an end user IT support role.
• Occasional travel between departments may be necessary.
• Some travel is required between sites; a reliable means of transportation is required.

• Experience in an end user IT support role within a healthcare setting.
• Two (2) years' experience in an IT support role, preferably in a healthcare setting.
• IT Certifications (e.g., CompTIA A+).