Desktop Support Specialist

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The University of Miami UHealth Department of MSOM - Radiology PACS has an exciting opportunity for a full time Desktop Support Specialist in Miami. The incumbent is in charge of primary call support call, triage, diagnostic, and troubleshooting technical support services, related to hardware, software of clinical and business applications and operating systems, to ensure PACS enterprise-wide environment, networks and peripherals are functioning properly. This employee collaborates with PACS Team, Radiology Clinical Operations, project management, network, security, desktop support and other UMIT Teams, to maintain and provide resolutions to service now incidents, task and request.

CORE JOB FUNCTIONS                                                                                                          

• Primary Support call taker to assist users with issues for first call resolution

• Creates, triage and manages complex hardware and software troubleshooting support

• Maintains secure records of all PACS equipment and performs regular inspections to ensure that all equipment is well maintained and operating safely.

• Coordinates with Radiology Operations, PACS Team members, vendors and other UMIT Teams with service now incidents, request, task and projects as assigned

• Creates and maintains PACS Image/reimage and deploy PACS Reading Stations hardware to all Radiology UM facilities, including setup, maintenance, troubleshooting and replacement

• Informs users of correct process for non-incident request (Demands, Projects, New Modalities)

• Creates and manages documentation and procedures for hardware and software accordingly

• Communicates all hardware status to management including all inventory, receiving and deployment allocations

• Provides front end support and maintenance of various clinical applications within the Radiology organization

• Conducts one-on-one training of end users for specialty applications and hardware deployments

• Assists internal and external customers, end users, and patients in accessing the most appropriate application functions for their needs

• Informs users of base requirements to meet troubleshooting needs within UM best practices

• Supports the design and system configuration for dedicated PACS Workstations on-site and home read users

• Provides guidance and backup to technical support specialists and other relevant staff as needed

• Other KTLO Support duties as assigned and assist PACS Administrators

• Adheres to University and unit-level policies and procedures and safeguards University assets.

Department Specific Functions

• Provide on-premises PACS Team supported hardware/software, troubleshooting and isolating issues.

• Proactive approach to problem identification, triage and resolution of complex issues with PACS Administrators / Vendors or UMIT Teams as needed

• Maintain device inventory documentation, counts, receiving deployment, replacement, warranty work including coordination of decommissioning or surplus of old or broken systems or peripherals.

• Provision User Access, including Active Directory and/or local account setup for HomeRead Workstations

• Keep incident ticket queues clear, resolve issues within Service Level Agreement timelines.

• Ability to work beyond module specific tasks & Ownership of issues, from start to finish for resolution.

• Proactively performs analysis on current operational systems, and technology. Recommends and implements changes or enhancements that will improve hardware operations and further promote the organization's strategic vision and goals.

• Contributes to, and maintains, department Knowledge Base.

• Monitor application audit reports, and system monitoring software alerts (server, network, workstation, security, etc); remediate issues.

• Lead small hardware/software projects; collaborate on large projects to ensure adequate communication is maintained regarding project statuses, project and task priorities, timelines, etc.

• Defines clinical system requirements jointly working with management and professional staff in operational departments. Technical solutions must satisfy future-oriented business needs.

• Produce hardware workflow request, deployment strategies and reading room diagrams for supported system.

• Keeps abreast of industry information and trends related to information technology systems. Participates in independent, continuing, professional education courses and programs. Keeps certifications updated.

• Other KTLO (Keep The Lights On) duties as assigned – Workstations/Server patching, security vulnerabilities remediation, renewals of license, SLL Certification, VPN, AD Accounts Access Provisioning and software upgrades

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS                                                                                                         

Education:

Associate’s degree in relevant field

Certification and Licensing:

Certification in relevant specialty or field

Experience:

Minimum 3 years of relevant experience

Knowledge, Skills and Attitudes:

• Commitment to the University’s core values, policies and procedures

• Skill in completing assignments accurately and with attention to detail.

• Skill in collecting, organizing, and analyzing data.

• Ability to recognize, analyze, and solve a variety of complex problems.

• Ability to exercise sound judgment in making critical decisions and communication

• Ability to analyze, organize and prioritize work under pressure while meeting deadlines.

• Ability to process and handle confidential information with discretion.

• Ability to work evenings, nights, and weekends as necessary.

• Ability to work independently and/or in a collaborative environment.

• Proficiency in computer software (i.e. Microsoft OS, MS Products, Linux etc)

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

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