Job Description

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