Technical Support Specialist Lead

UT Southwestern Medical Center•Dallas, TX

8h•Onsite

About The Position

This position will provide advanced computer systems support. The responsibilities include, but are not limited to, conducting rounding to perform preventative maintenance and diagnostic checks on all PACS hardware (PACS tower, monitor, peripherals). Assist with login issues (PACS, 3D Applications, PowerScribe, Epic, etc.). Provide phone, remote, and desk-side, and in home support to radiologists. Triage calls and monitor the Service Now Radiology IT Support group tickets, resolving or escalating them to the appropriate team. Perform imaging and hot swaps as needed. Maintain PACS inventory, document monitor configurations, locations, and phone numbers in a database to track warranty and refresh schedules. Create Service Now tickets and or requests on behalf of the radiologist as needed. Attend scheduled PACs team meetings, internal Radiology department meetings, and huddles to stay abreast of upcoming projects and issues. Provide white glove desktop support and other radiology support functions as needed. Day shift position, 100%25 onsite. The candidate must be flexible to work outside of normally assigned shifts as needed, on call work may be needed.

Requirements

High School
8 years of related experience
Additional coursework in a related field, such as computer science, management information systems, etc. may be considered on a year for year basis in lieu of stated minimum experience.
(DRIVERS) DRIVERS LICENSE If area of employment requires use of a University-owned vehicle, employee will be required to possess a valid Texas Driver's License, pass a Motor Vehicle Records (MVR) check, and complete drivers training (or van training, if applicable), in accordance with UTS Policy 157, appendix B.

Nice To Haves

Associate's Degree in related field or
Bachelor's Degree in related field
Basic Linux support and oversight
NAS (Synology / GNAP) support and management
Windows Server knowledge, basic administration, and ability to liaison with server teams in IR for full spectrum of support.
Related certificates

Responsibilities

Works with end-users of software and systems to provide technical support and assistance for their software, hardware, or technical problems including connection, slow performance, inability to access data, or inefficient programs.
Diagnose and repair routine & complex end user problems to remediation independently or by escalating to senior technical staff or other teams.
Performs preventative maintenance of end user devices and associated peripherals.
IT Asset Management / Lifecycle management of end user devices to include deployment and decommissioning of assets.
After hours staff will work the Service Desk role as needed.
Advise customers regarding their technology needs and provide the associated costs and vendor quotes.
Liaison between customer and Information Resources, partner organizations, or vendors to ensure the efficient operation of the end user computing environment.
Provide working supervision to other Technical Support Specialists; trains or assists in training new employees; handles day-to-day questions from other Technical Support Specialists.
Actively update, maintain, and monitor all aspects of computer networks.
Works with supervisors and leadership to ensure quality control, customer service metrics, and projects are completed with a high level of accuracy and accountability.
Prioritize work and complete assignments in a timely manner.
Performs other duties as assigned.

Benefits

PPO medical plan, available day one at no cost for full-time employee-only coverage
100%25 coverage for preventive healthcare-no copay
Paid Time Off, available day one
Retirement Programs through the Teacher Retirement System of Texas (TRS)
Paid Parental Leave Benefit
Wellness programs
Tuition Reimbursement
Public Service Loan Forgiveness (PSLF) Qualified Employer

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