Senior Help Desk Specialist; IIBA

Base Pay Range: $29.59 - $44.38

Job Title: Senior Help Desk Specialist

Location: Inland Imaging Business Center (hybrid flexibility may be available as determined by manager).

This full‑time, regular position works Monday‑Friday during day shift hours. The Senior Help Desk Specialist is the first or escalated phone contact for clients, collecting detailed information and prioritizing service requests to determine resolution or escalation.

• Respond promptly to all customer requests via phone, email, instant messaging, and walk‑ups.
• Practice effective troubleshooting, information capturing, triaging, and escalation of all issues.
• Support all general IT hardware and software in a large enterprise environment.
• Support a wide array of high‑specialized radiology applications and infrastructure, including PACS, RIS, voice recognition software, and HL7 interfaces.
• Maintain understanding of healthcare integration standards such as HL7, DICOM, and XML.
• Maintain knowledge of IT standards as they relate to RIS and PACS architecture.
• Demonstrate application functionality and workflow to appropriate personnel.
• Contribute to system maintenance and technical documentation to ensure knowledge sharing.
• Monitor for trends in clinical application issues to keep systems running optimally.
• Develop and maintain fundamental knowledge of clinical application functionality and workflow.
• Provide remote support for project and application deployments.
• Collaborate with the Healthcare Solutions Team to ensure upgrade success.
• Proactively monitor and act upon automated system alerts and emails.
• Work independently to resolve general IT problems (PC hardware, PC software, etc.) in a timely manner.
• Develop deployment strategies for introducing new technologies (software, patches, hardware).
• Take the lead of help desk resources within projects as necessary.
• Take ownership of escalated tickets, using the engineering team as a resource when needed.
• Invest time with junior help desk positions for training and mentoring.
• Provide oversight, tracking, and reporting on the status of escalated tickets.
• Analyze system logs and identify potential issues with computer systems.
• Address scheduled downtimes, plan for and respond to service outages and other problems.
• Work with the Manager to assign specialized tasks.
• Research unresolved IT issues for applications and unresolved software issues.
• Occasional regional travel, weekend work, and on‑call rotation may be required.
• Maintain strict confidentiality and comply with all health and safety policies.
• Demonstrate professionalism, good communication, and a pleasant manner in all client interactions.
• Adhere to departmental standards and personnel policies.
• Work in a fast‑paced, interruption‑heavy environment while maintaining accuracy.

• Education: Bachelor’s Degree in a related field or equivalent experience.
• Experience: Minimum four years of related experience, including:
  • Technical helpdesk or customer service role.
  • PC hardware installation, configuration, and troubleshooting.
  • Proficiency with Windows 7, Windows 10, and Microsoft Office products.
  • Software and image deployment via third‑party tools.
  • Support for RIS, PACS, and voice recognition.
  • Experience with radiology workflow (RIS, PACS, or EMR/EHR).
  • Knowledge of medical modalities, image transmission, and DICOM standards.
  • Fundamental knowledge of human anatomy and exams conducted in radiology.
• Ability to operate in a high‑priority, fast‑paced environment.
• Strong troubleshooting, organizational, and decision‑making skills.

Drug Test:
Eligible employees must pass a post‑offer, pre‑employment drug test.

Nuvodia/Inland is an Equal Employment Opportunity (EEO) employer. This and all other qualified employees will receive equal employment opportunities regardless of race, color, religion, sex, national origin, age, disability, or any other legally protected status.