Information Technology Support Engineer

Position Summary

This role is for a highly skilled and specialized IT Support Specialist in Healthcare Information Technology (IT) and Informatics. The individual in this role will be responsible for providing expert-level technical support, maintenance, and troubleshooting for the IT infrastructure and clinical systems critical to healthcare operations, with a preference for Radiology technology.

Major Duties & Responsibilities

Tier 2/3 Technical Support:

· Provide advanced technical support for all end-user issues, focusing on Microsoft Desktop (Windows 10/11) and Server Operating Systems (Windows Server) environments.

· Oversee day-to-day operations and support for the Microsoft Active Directory deployment including User and Group Operations; Group Policy Creation, Application, and Troubleshooting; and Security.

Infrastructure Management:

· Strong understanding of networking protocols (TCP/IP, DNS, DHCP, etc.).

· Manage and support VMWare vSphere virtualization environments.

· Monitor and maintain Storage Arrays (preferably NetApp).

· Configure, monitor, and manage enterprise backup and disaster recovery solutions, specifically Veeam.

Healthcare Informatics & Workflow Support:

· Troubleshoot health informatics workflows and related technologies, ensuring the smooth flow of clinical data.

· Provide support for clinical systems that rely on healthcare standards like HL7 (Health Level Seven) and DICOM (Digital Imaging and Communications in Medicine).

· Assist with support for Picture Archiving and Communication Systems (PACS) and integrated radiology systems.

System Maintenance & Security:

· Oversee routine system updates, patch management, and security monitoring to ensure system stability and compliance with regulatory standards (e.g., HIPAA).

· Interface with third-party managed service providers that provide updates and monitoring for our environment, including responding to alerts.

· Interface with third-party managed security operations vendor to oversee EDR/MDR/XDR platform, configurations, and alerts.

Documentation:

· Create and maintain comprehensive documentation for IT procedures, system configurations, and troubleshooting guides in concert with the IT managed service provider.

· Document Incidents, Problems, Requests, and Changes into the ITIL compliant Helpdesk Platform.

Compliance & Regulatory

· Ensure patient confidentiality & HIPAA compliance in all communications & technology use.

· Maintain awareness of compliance responsibilities & report any known violations or concerns.

· Adhere to immunization compliance according to federal, state, & organizational standards.

· Uphold all policies outlined in the Practice’s Compliance Program & Code of Conduct.

Required Qualifications

· Education: Bachelor’s degree in computer science, Information Technology, Healthcare Informatics, or a related field, or equivalent relevant professional experience.

· Experience: Minimum of 3-5 years of experience in an IT Support or Systems Administration role.

· Healthcare IT Expertise: Proven experience supporting IT infrastructure and applications within a healthcare environment (hospital, clinic, physician practice, etc.).

· Technical Proficiency:

Strong expertise in Network Administration and networking protocols.

-Expertise in Microsoft Desktop and Server Operating Systems.

-Hands-on experience with VMWare virtualization (vSphere, ESXi).

-Experience managing and troubleshooting Storage Arrays (NetApp preferred).

-Experience configuring and managing Veeam backup and replication.

· Informatics Knowledge: Demonstrated experience troubleshooting and supporting health informatics workflows and the technologies that facilitate them (e.g., EMR/EHR integration, data exchange).

· On-Call: Requires rotating on-call responsibilities with other team members.

Highly Desired / Preferred Qualifications

· Radiology Experience: Previous experience supporting Radiology-specific systems and workflows.

· Imaging Standards: Direct experience working with and troubleshooting systems that utilize the PACS, DICOM, and HL7 standards.

· Networking and Network Infrastructure:

· Certifications: Relevant certifications such as CompTIA Network+, Microsoft Certified: Azure Administrator Associate, VMWare Certified Professional (VCP), or NetApp Certified Data Administrator (NCDA) are a plus.

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