IT Support Specialist

We are seeking a solution-oriented IT Support Specialist to join our team. An IT Support Specialist helps users solve technical problems, maintains hardware and software, supports system access and ensures day-to-day IT operations run smoothly. This role will also require you assist patients in resolving their basic technical and access issues to the Patient Portal (Image Hub) and other software platforms ensuring they have a positive experience with our products and services.

Duties to Include:

• Serve as point of contact for customers/ employees seeking assistance.

• Listen attentively to customer/end users concerns and gather relevant information to understand the issue.

• Troubleshoot PACS/RIS Applications.

• Escalate complex issues to the appropriate technical team with clear and concise documentation.

• Follow up with customers/ end users to ensure their issues are resolved to their satisfaction.

• Provide feedback on recurring issues to help improve products and processes.

• Participate in training sessions to stay updated on product knowledge and support techniques.

• Create and manage new user accounts across multiple systems, ensuring proper access controls and security compliance.

• Platform management: Manage Image Hub Patient platform for secure image sharing and workflow optimization and Administer Xero Clinician platform which provides clinicians with access to patient images and reports ensuring data accuracy and compliance.

• Assist in building and configuring new sites and workflows.

• Assist with integration projects ensuring compliance with HL7/DICOM standards.

• Maintain up-to-date operating procedures and training documentation.

• Participate in system upgrades, testing and validation to maintain high availability.

• Any other duties as requested by line manager.

• To be familiar with and comply with information security and data protection policies and procedures. 

• To be familiar with and comply with all company policies.

Essential Qualifications and Experience:

• Relevant Degree.

• Understanding of computer systems, networks.

• Windows Server (AD, Group Policy, DNS, DHCP).

• Familiarity with Cloud platforms (AWS, azure).

Essential Skills and Attributes:

• Excellent verbal and written communication skills.

• Strong problem-solving abilities and a customer-focused mindset.

• Ability to remain calm and professional in challenging situations.

• Quick learner with a willingness to adapt to new tools and systems.

• Basic proficiency with computers and the ability to navigate software interfaces.

• Previous experience in customer service or a related field is a plus but not required.

• Proactive and willing to take the initiative.