Technical Support Engineer-PACS

Job Summary

The Technical Services Engineer, PACS is the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience. This role works closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve support processes.

Expanded Essential Duties and Responsibilities

• Serve as the primary PACS technical support resource for customer healthcare IT projects.

• Provide second-level support for PACS and healthcare IT systems, troubleshooting and resolving escalated technical issues.

• Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner.

• Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution.

• Collaborate with IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues.

• Monitor and triage support queues, assigning tickets to the appropriate product or functional teams.

• Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system.

• Contribute to continuous improvement initiatives, including