Healthcare IT Support Specialist

Technical Source is seeking a Healthcare IT Support Specialist to support one of our healthcare technology clients in a remote capacity. In this role, you will be responsible for troubleshooting and resolving technical issues across healthcare software and hardware platforms, supporting both internal and external customers in a high-volume helpdesk environment.

This position is ideal for candidates with 1–3 years of technical support or helpdesk experience, preferably within healthcare IT, who are looking to grow their careers supporting mission-critical applications such as PACS, RIS, and other clinical systems.

This is a remote role with required shift flexibility and participation in an on-call rotation.

Job Functions:

Technical Support & Troubleshooting:

• Respond to inbound support requests via phone, email, and chat in a professional and timely manner
• Investigate, diagnose, and resolve technical issues across software and hardware platforms
• Provide remote support using access and monitoring tools
• Assist users with software configuration, administration, and issue resolution
• Take ownership of issues from intake through resolution, including escalation when needed

Customer Support & Communication:

• Communicate effectively with end users, distributors, and internal teams
• Document all interactions, troubleshooting steps, and resolutions in a CRM/ticketing system
• Provide clear written and verbal guidance to users of varying technical skill levels
• Maintain strong customer service standards in a fast-paced environment

Systems & Application Support:

• Install, reinstall, and configure healthcare IT software and integrations
• Support workflows and systems, including PACS, RIS, DICOM, HL7, and related technologies
• Work with third-party vendors and integration partners to resolve issues
• Assist with system administration tasks and troubleshooting across Windows environments

Collaboration & Process Improvement:

• Act as liaison between support, engineering, development, and other internal teams
• Share knowledge and assist in cross-training team members
• Follow established processes and ensure SLA adherence
• Adapt to shifting priorities and urgent customer needs

On-Call & Support Coverage:

• Participate in after-hours on-call rotation, including nights, weekends, and holidays
• Maintain connectivity and availability during scheduled support rotations

Qualifications:

Education & Experience:

• Associate’s degree in a technical or related field preferred
• 1–3 years of technical support or helpdesk experience required
• Experience in healthcare IT environments preferred

Technical & Professional Skills:

• Experience in helpdesk or technical call center environments
• Knowledge of healthcare systems (PACS, RIS, DICOM, HL7, MWL)
• Proficiency with Windows PCs, servers, and basic networking
• Working knowledge of SQL, PostgreSQL, or relational databases
• Familiarity with remote support and monitoring tools
• Understanding of HIPAA and healthcare security standards

Preferred Skills:

• Experience with MSP or RMM tools
• Enterprise system administration experience
• SQL DBA or database management experience
• CRM administration experience
• Scripting or programming (PowerShell, Python, SQL, Java)
• LDAP integration experience
• Technical documentation and training experience

Leadership Competencies:

• Strong customer service and communication skills
• Excellent troubleshooting and critical thinking ability
• Ability to multitask and prioritize in a fast-paced environment
• Self-starter with strong problem-solving mindset
• Team-oriented with a collaborative approach

Physical & Working Conditions:

• Remote work environment
• Ability to work scheduled shifts between 10:00AM - 7:00PM EST
• Participation in a 24/7 on-call rotation (nights, weekends, holidays) -Every 5 weeks
• Extended periods of sitting and computer use
• Occasional travel (<5%) for training purposes

MUST HAVE:

• Great Communication
• PAC Experience
• Bilingual - English/Spanish