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POSITION SUMMARY: 

Under the direction of the Department Chair, provides comprehensive technical expertise in designing, maintaining, and optimizing technology systems utilized in both clinical and teaching activities. Serves as the primary point of contact for radiology department staff and teaching faculty to ensure the design, delivery, and implementation of critical systems used in diagnostic imaging and medical instruction. Contributes to delivering high-quality patient care by resolving IT-related issues promptly and effectively.

ESSENTIAL FUNCTIONS:

• System design and optimization: Collaborate with clinical and IT staff to configure workstations, monitors, and peripherals to meet specific needs. Optimize computer systems for optimal performance and ensure compatibility with imaging software and equipment. Design conference room and anatomy lab technology systems and work with internal IT teams and vendors to ensure effective implementation.
• Programming: design, program, and implement customized control systems for a variety of audiovisual (AV) projects.
• Technical support: Respond to inquiries and resolve technical issues related to computer systems, software applications, and hardware devices used by radiologists. Troubleshoot problems and perform diagnostics to identify and resolve issues in person and for remote staff.
• Radiology systems maintenance: Regularly update and maintain radiology-specific system components; perform software installations, updates, and patches as required.
• User training and documentation: Conduct training sessions and create user-friendly documentation to educate clinical and teaching faculty as well as desktop technicians on the effective use of both instructional and radiology-related software systems. Provide guidance on system functionalities, shortcuts, and troubleshooting tips.
• Issue tracking and resolution: Maintain a comprehensive database of reported issues, resolutions, and workarounds. Log and track support requests, ensuring accurate and timely documentation of all troubleshooting steps taken. Follow up with users to ensure satisfaction and provide additional assistance as needed.
• Hardware management: Coordinate with the IT team and vendors to procure, install, and configure computer hardware, peripherals, and imaging equipment required by radiologists. Perform routine maintenance and troubleshoot hardware-related issues.
• Collaboration and teamwork: Work closely with UMass Chan IT department, UMass Memorial IS department, clinical staff, teaching faculty, and external vendors to address complex technical challenges, system upgrades, and integration projects.
• In conjunction with Desktop team, help monitor and manage inventory of Radiology Home PACS systems.
• Participate in team meetings with internal teams and vendors and contribute to continuous improvement initiatives.
• Coordinate and support technology needs for online instruction and standardized testing.
• Provide support for the video conferencing and audio-visual needs and projects of the radiology department, including conference rooms and lab spaces.
• In conjunction with IT leadership supports process for identifying future hardware needs and assists in vendor selection.
• Other duties and/or projects as assigned.

REQUIRED QUALIFICATIONS:

• Bachelors degree and 5+ years related experience in technical support roles, preferably in a healthcare or higher education environment.
• Proven experience in Crestron programming, including proficiency in Crestron programming languages (SIMPL and SIMPL+).
• Strong understanding of AV systems, including audio/video routing, control interfaces, and signal flow.
• Solid knowledge of networking protocols, IP configuration, and communication interfaces commonly used in AV and automation systems.
• Experience in developing intuitive and user-friendly graphical user interfaces (GUI) using Crestron touch panels or mobile applications.
• Proficiency in troubleshooting Windows and MacOS operating systems, network connectivity, and a variety of software applications.
• Familiarity with imaging and healthcare hardware and software (AGFA, Epic, and Powerscribe) and their integration with PACS interface.
• Strong analytical and problem-solving skills and the ability to diagnose and resolve technical issues in a timely and effective manner.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users.
• Detail-oriented and highly organized, with the ability to manage multiple projects and priorities effectively.
• Strong customer service orientation, self-motivated work ethic, and ability to perform duties effectively with minimal supervision.