IT Service Desk Support Specialist II

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The pay range for this position is $23.48 - $33.95 based on direct and relevant experience.

RAYUS Radiology is looking for an IT Service Desk Support Specialist II 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 II, you will be responsible for providing advanced technical support for radiology and operational departments within our healthcare organization. This role involves addressing complex technical issues related to radiology information systems (RIS), picture archiving and communication systems (PACS), voice recognition software, and other medical imaging technologies. This position is full-time, working Monday - Friday Day/Evening Shifts.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

(20%) Advanced Technical Support

• Provide second-level support for complex technical issues related to RIS, PACS, voice recognition software, and other medical imaging technologies.
• Utilize diagnostic tools and collaborate with vendors to resolve issues.

(20%) Incident Management

• Log, track, and manage incidents and service requests received via call queue or the self-service portal using IT Service Management system (ServiceNow).
• Ensure timely resolution and adherence to service-level agreements (SLAs).

(15%) Escalation Management

• Serve as an escalation point for the Help Desk Support Specialists.
• Provide guidance, mentorship, and function as the subject matter expert (SME) to less experienced team members.

(15%) System Maintenance

• 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.

(5%) Knowledge Base Contribution

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

(10%) Compliance and Security

• 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.

(5%) Collaboration

• 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.

Required:

• Associate's degree in information technology, Computer Science, or an applicable related field.
• Two (2) years' 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.

Preferred:

• Familiarity with radiology workflows and medical imaging systems is advantageous.
• ServiceNow experience is a plus.
• Three (3) years' experience in an IT support role in a healthcare setting.
• IT Certifications (e.g., CompTIA A+)
  
  

RAYUS is committed to delivering clinical excellence in communities across the U.S., driven by our passion for and superior service to referring providers and patients. RAYUS Radiology is built on our brilliant medicine, brilliant team, brilliant technology and services - all to provide the highest level of patient care possible.

We bring brilliance to health and wellness. Join our team and shine the light on Radiology Services! RAYUS Radiology is an EO Employer/Vets/Disabled.

We offer benefits (based on eligibility) including medical, dental and vision insurance, 401k with company match, life and disability insurance, tuition reimbursement, adoption assistance, pet insurance, PTO and holiday pay and many more! Visit our career page to see them all www.rayusradiology.com/careers.