IT PACS Support Specialist

IT PACS Support Specialist

Location: Bend, OR

Hours: Monday - Friday, 8:00AM - 5:00PM, some weekend work as needed

Wages: starting at $32.45 per hour dependent upon experience, education and internal equity.

Position Type: Full Time, Exempt

Benefits: Medical, Dental, Vision, 401K Retirement, Paid Time Off, Sick Time Off

The IT - PACS Support Specialist is responsible for Tier II support for PACS (Picture Archiving and Communication System) and related imaging applications, radiologist reading workstations (on-site and remote), and associated hardware and network components to ensure high availability of diagnostic image viewing and reporting in a HIPAA compliant manner. The PACS Support Specialist supports hospitals, clinics, imaging centers, and remote/home reading environments across the organization’s imaging network.

The ideal candidate will have broad knowledge across IT domains with specialized focus on clinical imaging systems, strong customer service/patient care orientation, and the ability to work effectively in a fast-paced healthcare environment.

PACS Services and Support Manager

None

This position requires regular, reliable attendance. This position requires a high level of attention to detail and accuracy, as the consequences of even a minor mistake can be significant for patients and providers. Other duties may be assigned.

• Serve as Tier II support for PACS, RIS, VNA, and imaging-related applications, including radiologist reading workstations in clinics, hospitals, and home environments.
• Troubleshoot and resolve escalated incidents related to image acquisition, routing, display, reporting, and long-term archiving, escalating to Tier III support and vendors when necessary.
• Use the help desk ticket tracking system (Fresh Service) to document requests, troubleshooting steps, and resolutions in accordance with established SLAs, priority codes, and change management processes.
• Work within defined ITIL-aligned processes for incident, problem, change, and asset management.
• Identify and elevate situations requiring attention to Tier III PACS support or specialized vendor assistance.
• Monitor PACS and imaging workflow dashboards or alerts where available and proactively identify performance or availability issues impacting clinical operations.
• Support installation, configuration, and maintenance of radiologist reading workstations, including multi-monitor setups, GPU requirements, display calibration, and secure connectivity (VPN, tunnels) for remote readers.
• Perform basic network troubleshooting related to PACS traffic (DICOM, HL7, and workstation connectivity), escalating complex network issues to the Network team.
• Use Asset Management System to maintain accurate inventory related to PACS services and support, including reading workstations, modality workstations, and peripherals.
• Assist with PACS and clinical application deployments and upgrades, including participation in planned maintenance windows, testing, and validation of upgrades and patches.
• Provide ongoing technical support for clinical users, including troubleshooting and resolving issues related to imaging systems, modalities, and viewing workstations.
• Provide user training to radiologists, technologists, and other healthcare professionals on best practices and system functionality.
• Create and maintain knowledge base articles and tip sheets for common PACS and workstation issues to support Tier I staff and clinical super users.
• Work cohesively as part of the IT team, maintaining continuous and active communication with managers, co-workers, clinical staff, and external vendors.
• Collaborate with Radiology leadership, modality vendors, and IT Security to continuously improve reliability, performance, and security of the PACS ecosystem.
• Work with vendors and service providers to resolve system issues, coordinate support calls, and track vendor escalations to resolution.
• Maintain compliance with healthcare regulations such as HIPAA regarding the security and privacy of patient data, including demonstrated understanding of HIPAA Privacy and Security Rule requirements as they apply to imaging…