We are seeking a Healthcare IT (HCIT) Support Specialist to provide technical support for our healthcare software and hardware solutions. In this role, you will troubleshoot issues, support end users, and collaborate cross-functionally to ensure our customers receive timely and effective resolutions.
This is a customer-facing technical support position within a helpdesk environment supporting mission-critical healthcare technologies.
Job Summary:
The Healthcare IT Support Specialist is responsible for identifying, analyzing, troubleshooting, and resolving technical issues for internal and external customers related to healthcare software and hardware products. This role supports customers through phone, email, and chat within an inbound technical support (helpdesk) environment.
The Specialist works closely with end users, distributors, and cross-functional teams to resolve issues, document solutions, and ensure a high level of customer satisfaction while supporting mission-critical healthcare technologies.
Respond to customer inquiries via phone, email, and chat in a professional, courteous, and timely manner.
Investigate, troubleshoot, and resolve technical issues related to healthcare software, hardware, and integrations.
Assist end users with administration and use of supported software products.
Utilize remote access tools and monitoring systems to diagnose and resolve issues.
Take ownership of support cases from initial report through resolution, including escalation when necessary.
Collaborate with third-party integration partners and software vendors to resolve technical issues.
Install, reinstall, and configure software and related components.
Clearly communicate technical information to customers in both written and verbal formats.
Accurately document customer interactions, troubleshooting steps, and resolutions in the ticketing/CRM system.
Share knowledge and support cross-training efforts across teams.
Maintain awareness of priorities and adjust workload to meet customer needs and service level agreements (SLAs).
Serve as a liaison between Healthcare IT Support and internal departments including Sales, Engineering, Implementations, and Development.
Participate in a scheduled after-hours on-call rotation, including evenings, weekends, and holidays.
Promote a collaborative, inclusive team environment.
Perform other duties as assigned based on business needs.
Education & Experience
Associate’s degree in a technical, medical imaging, software, or related field, or an equivalent combination of education and experience.
1–3 years of technical customer support or helpdesk experience (healthcare environment preferred).
Required Skills & Experience
Experience in a helpdesk or technical call center environment.
Ability to work scheduled hours between 8:00 AM and 8:00 PM EST, Monday through Friday, including participation in a shared 24/7 on-call rotation.
Familiarity with medical environments, workflows, and terminology (DICOM, PACS, RIS, HL7, MWL, etc.).
Basic PACS usage experience.
Strong knowledge of Windows PCs, servers, networking fundamentals, and troubleshooting tools.
Working knowledge of relational databases (SQL and/or PostgreSQL).
Excellent customer service and communication skills.
Understanding of healthcare security standards such as HIPAA, HITECH, and GDPR.
Strong analytical, troubleshooting, and problem-solving abilities.
Ability to manage multiple priorities in a fast-paced environment, both independently and as part of a team.
Strong research skills and ability to identify effective technical solutions.
MSP or RMM experience
Enterprise-level system administration experience
SQL DBA or equivalent experience
CRM administration experience
Experience supporting custom software and working with development teams
Knowledge of Opal-RAD and/or EXA software
LDAP integration experience
Programming or scripting experience (PowerShell, Python, Java, SQL stored procedures)
Technical writing experience
Peer training or mentoring experience
Strong organizational and planning skills
Call center administration experience
Travel Requirements
Domestic travel up to 5% for product training purposes.