NVA is seeking a Clinical Applications Specialist who will provide exceptional customer service and be responsible for providing technical support via phone (inbound and outbound) and remote computer log-ins. The applicant will be responsible for assisting dealer/vendor and customers with technical issues for modalities and laboratory equipment remotely.

Responsibilities include:

• Providing clinical application support and peripheral device support directly to hospital end-users

• Work daily with physicians and clinical staff to ensure imaging systems are operating correctly

• Work with x-ray modalities to ensure image transmission is working correctly

• Oversees equipment maintenance and systems testing, upgrading, and installing

• Assists in all system upgrades and major projects for the entire PACS team.

• Serve as the escalation contact between the hospital and support teams to resolve issues or provide status updates

• Oversees system maintenance on the PACS system, images, interfaces, and databases; system failure and recovery and resolution/work-around methods; system troubleshooting of anomalies - notify technical support during system anomalies

• Configure, maintain, and document user access, peripheral devices, user profiles, and system configurations

• Documents, tracks, and monitors problems using applicable systems and tools.

• Coordinates with other teams, vendors or specialists to resolve systemic or crisis-oriented issues.

• Responsible for ensuring efficient ticket flow and handling within team.

• Develops expertise in multiple competencies relevant to the job.

• Responsible for ensuring team is responsive to customer needs and strives to achieve SLAs.

• Works with other SMEs to ensure curation of existing and development of new knowledge base articles to address recurring incident topics to contribute to ongoing improvement of first contact resolution.

• Effectively communicate with department leaders and team members

• Work independently in a friendly and supportive environment

Qualifications Required: • Minimum of +4 years of experience in information technology, including supporting, PACS, RIS, HIS, Radiology/Cardiology modalities • Proven Knowledge of multiple X-ray units to include DR systems (IDEXX, Sound, Covetrus Dragonfly) and Portable units • Proven Knowledge MRI and Ultrasound service knowledge preferred • Direct field service experience in CT/X-ray desirable • Some experience with transactional SQL (T-SQL) and basic understanding of relational database management • Strong interpersonal skills • Strong analytical and problem-solving skills • Strong computer knowledge in networks and software (technical knowledge) • Documentation - Collecting and analyzing data (common trend in support tickets)
Compensation: The compensation range for this position is $73,000-$77,000 and is eligible for benefits.