Job Description
Under the general supervision of the 3D/TIMC IT Manager, the Technical Support Specialist (TSS) is responsible for the deployment, configuration and maintenance of computer hardware and software systems and applications in the radiology 3D Lab, Tele3D and Tumor Imaging Metrics Core (TIMC). The TSS maintains and updates Microsoft server and workstation operating systems and application programs in clinical and research settings. The TSS responds to pages and calls from the 3D Lab technologists and radiologists, coordinates problem resolution and translates issues, as appropriate, into recommendations for future hardware upgrade and software versions or modifications to daily operations. The TSS interacts with clinical and technical staff, software and equipment vendors, PACs administrators, radiology operations managers and Partners IT support teams.
PRINCIPAL DUTIES AND RESPONSIBILITIES: .
Installs and manages computer server and workstation hardware and peripherals, user applications and associated peripherals and network infrastructure.
Oversees the daily performance of computer systems; performs system backup for the servers and computers on local network; monitors system functioning to verify proper operation and detect and correct errors. Upgrades, troubleshoots and repairs computer systems, peripherals and applications programs following design or installation specifications.
Responds to help desk issues; confers with users, or conducts computer diagnostics to investigate and resolve problems or to provide technical assistance and support. Answers user inquiries regarding computer software or hardware operation to resolve problems. Assists users at all levels of computer ability; proficient in a variety of computer authoring tools (Image Analysis Applications, Web , Print, and Multimedia)
Maintains records of daily data communication transactions, problems and remedial actions taken, or installation activities. Develops quality assurance reports for departmental use. Reviews all reports for completeness and accuracy prior to distribution.
Coordinates with the Systems Administrator and 3D Lab technologists to develop standard protocols for data manipulation, image study transfer and reconstruction, and media creation. Provides feedback to the Operations Manager and 3D/TIMC IT Manager and vendor liaisons as appropriate.
Analyzes and trouble shoots data communication network problems utilizing standard procedures and tools. Records and documents inspections and repairs of systems and associated equipment, prepares correspondence and detailed reports. Refers major hardware or software problems or defective products to vendors for service.
Develops training materials and procedures, instructs or trains users in the proper use of hardware or software and related devices. Helps develop guidelines and Standard Operating Procedures (SOP) to manage equipment problems.
Participates in after-hours on-call rotation (telework)
Performs other duties as assigned.
Requirements
Associate’s degree or 4 years of equivalent experience in computer science or a related field is required.
Four years hands-on experience in a similar environment (e.g. management of a local area PC network).
Demonstrated expertise in supporting operating systems, managing Windows Server environments including Windows 200x Enterprise and Small Business Servers, and SQL Server 2000/2008. In-depth knowledge of DOS, Windows, Unix/Linux operating systems, IIS 6.0/7.5, Apache Server.
3+ years of hands-on experience with PC hardware and software, Microsoft Office including Access and MS Outlook; PC hardware and software troubleshooting and support.
3+ years direct experience with DICOM medical imaging standard, file formats and messaging protocols; PACS administration, HIS/RIS interfaces, network security, firewalls, SSL certificates and web services.
Skills/Abilities/Competencies
Excellent interpersonal, verbal and written communications skills to effectively work with various hospital departments, end users and IT department support teams.
Experience in a local and wide area, multi-vendor network environment in the repair and troubleshooting of computers and servers and other network components.
Thorough technical knowledge with strong understanding of Microsoft systems, applications, personal computers, database function and design, and network concepts.
Knowledge of ASP.net, HTML, JavaScript, XML, and PHP
Strong quantitative, analytical, problem solving and organizational skills are required. Attention to detail is a must.
Basic knowledge of medical imaging, medical informatics as well as healthcare industry terminology.
Must have the ability to work independently, take initiative and prioritize tasks; but also must work effectively with other members of the IT team.
Must maintain an adequate reading level, to keep abreast of new developments in technology concepts, systems and equipment.
EEO Statement
Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged.