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.
What''s Important to You:
Location: Hybrid
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
Essential Duties:
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 (FreshService) 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 escalate 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 workflows, PACS, and workstations (access control, workstation use, audit trails, encryption, physical safeguards).
- Follow organizational security policies for access control, MFA/VPN use, workstation security, and change control in the PACS ecosystem, including documentation required by IT Security and Compliance teams.
- Ensure all work with patient medical records (PHI) adheres to organizational policies and regulatory requirements. This role has full PHI access and regularly works with patient medical records to resolve technical issues and questions.
- Support project-based work such as new site go-lives, modality integrations, workflow optimization, and imaging system upgrades, under the direction of the PACS Manager or project manager.
- Collaborate with cross-functional teams to plan and execute projects efficiently.
- Stay current with system information, changes, and updates through vendor communications, training opportunities, and professional development.
- Provide after-hours support (including evenings, weekends, and holidays) as needed. As Tier II support, you will participate in rotating on-call schedule for imaging systems support.
- Other duties as assigned.
Telework Requirements
This is a hybrid remote-work position (telework); you must be able to work from home or designated off-site location and live local to Bend/Redmond area. Telework requirements include:
- Dedicated space/office must be free from distractions and background noise (personal calls, visitors, pets, TV, children, etc.).
- Home office must support HIPAA-compliant handling of PHI, including private workspace, secure workstation placement, and adherence to workstation use and security policies (screen locking, no sharing of devices, no visible images to unauthorized individuals.
- Must provide your own high-speed internet that meets CORA's specifications.
- Must provide your own phone.
- Must adhere to set schedule.
- Continuous/active communication with managers and co-workers.
- Additional requirements are included in CORA's Telework Policy.
Required Education and Experience:
- Bachelor's degree in Information Technology, Computer Science, or Imaging Informatics with 1 year providing IT - PACS support, or equivalent education/experience.
- Demonstrated technical knowledge of computing hardware, operating systems, and office productivity software. With a preference towards Microsoft products.
- Understanding of basic PACS, DICOM, and HL7 terminology and standards.
- Demonstrated understanding of HIPAA Privacy and Security Rule requirements as they apply to imaging workflows, PACS, workstations (access control, workstation use, audit trails, encryption, physical safeguards.
- Strong technical problem-solving and troubleshooting skills.
- Excellent communication and interpersonal skills.
Preferred Experience:
- Experience working with PACS, RIS, VNA systems, or other clinical imaging software. Previous experience in healthcare IT is preferred.
- Understanding of DICOM, HL7 standards, networking, and imaging equipment (CT, MRI, X-ray).
- Certified Imaging Informatics Professional (CIIP) (or higher-level technical education/training certificates.)
- Ability to communicate through written documentation of problem resolution.
- General understanding of networking and connectivity support.
- Sectra PACS experience
- Dicom Systems experience
- Familiarity with ITIL Service Management frameworks and best practices.
EEOC Statement:
CORA is an equal opportunity employer, committed to providing employees with a work environment that is free of discrimination and harassment. Applications will be considered without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status. All employment decisions are based on business needs, job requirements and individual qualifications. Reasonable accommodation can and will be provided to any employee who needs accommodation to perform the essential functions of the job if the accommodation does not cause undue hardship.