Provide technical support for Change Healthcare's proprietary PACS (Picture Archive Communication Systems), primarily via phone and remote server and workstation access. PACS are image repositories for medical images used in clinical settings. This role involves scoping, troubleshooting, and resolving issues.
Core Responsibilities:
Respond to time-sensitive support calls that can impact patient care.
Scope and troubleshoot issues in software and operating systems, and identify potential infrastructure problems.
Serve as the primary point of contact for customers on reported cases, collaborating with other teams as needed to resolve issues.
Accurately document all reported incidents, collecting necessary information and logs.
Manage a ticket backlog of approximately 20-30 cases.
Work Monday to Friday, with shifts ranging from 5:00 AM to 1:30 PM Pacific or 9:30 AM to 6:00 PM Pacific.
Requirements:
High School Diploma/GED or higher.
2+ years of experience troubleshooting Windows Operating Systems, Servers, and Workstations.
2+ years of experience with TCP/IP network operations.
2+ years of experience with Active Directory operations and troubleshooting.
2+ years of customer service experience.
Availability to work Monday to Friday, within shifts starting between 5:00 AM to 9:30 AM Pacific.
Preferred Qualifications:
Proficiency with Windows command line and PowerShell.
