Job Summary

Provides front line assistance to Radiology Information Technology customers as part of the Radiology Support Team delivering single point of contact for inquiries and problem reporting. May resolve user issues as their skill level allows. Services inquiries and problems, records customer information, and updates customers on problem resolution progress. These services will be provided for all Radiology platforms in relation to hardware, system software, networks and application software.

Job Duties

• Receives customer calls and pages in a courteous manner.
• Logs problems and inquiries into the call management system.
• Identifies the nature and extent of the problem, the impact to the customer and immediacy of need for resolution.
• Determines initial priority and resolution target in conjunction with customer.
• Reviews information gathered, problem and inquiry priority, and resolution target with customer and enters data into system.
• Performs first level problem determination, bypass and recovery activities using technical tools, aids and established scripts.
• Records all information and actions taken consistently.
• Routes tickets to the appropriate Radiology.
• person for analysis and resolution if not solved by this position.
• Updates and maintains all applicable communication methods to notify customers of unscheduled disruption of services.
• Performs radiology information system and picture archiving communication system projects as directed by Radiology analysts.
• Develops and maintains a base knowledge of Radiology Information Technology customers and their department roles and hours.
• Utilizes this knowledge to set priorities during scheduled and unscheduled outages.
• May be required to provide on-site coverage during major upgrades.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

Position Details

Education

High School Diploma or Equivalent (GED)- (Required)

Experience

Minimum of 1 year-Related work experience (Required)

Certification(s) and License(s)

OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY: We provide a safe environment for our patients and members and the Geisinger family We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all. We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.

We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.