NVA is seeking a Clinical Applications Specialist who will provide exceptional customer service and be responsible for providing technical support via phone (inbound and outbound) and remote computer log-ins. The applicant will be responsible for assisting dealer/vendor and customers with technical issues for modalities and laboratory equipment remotely.
Responsibilities include:
• Providing clinical application support and peripheral device support directly to hospital end-users
• Work daily with physicians and clinical staff to ensure imaging systems are operating correctly
• Work with x-ray modalities to ensure image transmission is working correctly
• Oversees equipment maintenance and systems testing, upgrading, and installing
• Assists in all system upgrades and major projects for the entire PACS team.
• Serve as the escalation contact between the hospital and support teams to resolve issues or provide status updates
• Oversees system maintenance on the PACS system, images, interfaces, and databases; system failure and recovery and resolution/work-around methods; system troubleshooting of anomalies - notify technical support during system anomalies
• Configure, maintain, and document user access, peripheral devices, user profiles, and system configurations
• Documents, tracks, and monitors problems using applicable systems and tools.
• Coordinates with other teams, vendors or specialists to resolve systemic or crisis-oriented issues.
• Responsible for ensuring efficient ticket flow and handling within team.
• Develops expertise in multiple competencies relevant to the job.
• Responsible for ensuring team is responsive to customer needs and strives to achieve SLAs.
• Works with other SMEs to ensure curation of existing and development of new knowledge base articles to address recurring incident topics to contribute to ongoing improvement of first contact resolution.
• Effectively communicate with department leaders and team members
• Work independently in a friendly and supportive environment
Qualifications Required:
• Minimum of +4 years of experience in information technology, including supporting, PACS, RIS, HIS, Radiology/Cardiology modalities
• Proven Knowledge of multiple X-ray units to include DR systems (IDEXX, Sound, Covetrus Dragonfly) and Portable units
• Proven Knowledge MRI and Ultrasound service knowledge preferred
• Direct field service experience in CT/X-ray desirable
• Some experience with transactional SQL (T-SQL) and basic understanding of relational database management
• Strong interpersonal skills
• Strong analytical and problem-solving skills
• Strong computer knowledge in networks and software (technical knowledge)
• Documentation - Collecting and analyzing data (common trend in support tickets)
Compensation: The compensation range for this position is $73,000-$77,000 and is eligible for benefits.
National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them.
At NVA, we’re on a mission to improve the lives of pets and the people who love them. That starts by empowering our care teams. We nurture their growth with resources to practice medicine their way. Our network of 1,000 hospitals connects them to a community of professionals who share their passion so they can learn and grow together. Our national presence enables us to deliver technology and innovations that simplify work and expand care for all. At NVA, we're committed to your professional growth. We support your entire career journey, offering opportunities ranging from mentorship to ownership.
NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.
NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
