Harrison.ai · 13 hours ago
IT Support Engineer | Radiology | US
United States
Full-time
Remote
Mid Level
3+ years expHarrison.ai is redefining healthcare through innovative diagnostic AI solutions. The IT Support Engineer will provide Level 2 support for Frontier Radiology's 24/7 operations, focusing on resolving technical issues that impact clinical workflows and patient care.
Artificial Intelligence (AI)Health CareMedicalMedical Device
Responsibilities
Provide Level 2 support via phone/email/Slack & portal to user queries regarding User's Desktop setups; including Windows, macOS, Linux laptops
Support radiologists across US time zones with priority response for reading workstation and PACS viewer issues that impact clinical workflows
Provide on-site and remote support to local and international users (on demand)
Troubleshoot DICOM connectivity, image routing, and PACS/RIS integration issues
Optimize performance for radiology workstations, diagnostic monitors, and PACS viewing applications
Support and troubleshoot VPN and secure remote access for distributed radiologists
Application support such as Atlassian, Office 365, SharePoint, Mimecast, 1Password, Zoom Phone and other applications within the business
Provide expert support for PACS and RIS systems, understanding radiology workflows and the urgency of clinical downtime
Contribute towards a continuous improvement culture, removing obstacles and identifying potential for service delivery, business and process improvements
Take remediation actions in response to errors, problems, service requests and incidents, with ability to triage and escalate urgent clinical issues
Perform root cause analysis on recurring technical issues and implement preventative measures
Administer SaaS application access permissions and authorisations, including escalation and issue management
Maintain HIPAA compliance across all systems and support activities, ensuring healthcare data security standards
Educate internal customers and radiologists on applications, systems, and best practices
Facilitate Employee Onboarding and Offboarding experience including asset management/procurement, user account and group management as well as coordinating logistics for end user devices
Remote and local hardware support
Ticket Management using our ITSM tools with focus on SLA adherence for clinical support requests
Qualification
Required
3+ years of previous experience in an IT Support role, supporting mixed operating systems including Linux, MacOS and Windows
3+ years of hands-on experience with PACS and RIS systems in a healthcare or radiology environment
Experience supporting healthcare professionals in time-sensitive clinical environments where downtime impacts patient care
Previous experience working in a cloud first technology environment
Strong understanding of Microsoft 365 ecosystem, including SharePoint, OneDrive, and Exchange Online
Experience with Azure Entra ID
Strong understanding of HIPAA requirements and healthcare data security principles
Experience with DICOM protocols and medical imaging workflows
Demonstrated ability to triage and prioritize urgent clinical support requests effectively
Excellent problem and conflict resolution skills with ability to liaise effectively with radiologists and all levels of stakeholders
Capacity to work with minimal supervision and ability to manage own time effectively
Excellent team and collaboration skills
Ability to deal with ambiguity in a fast paced rapidly evolving environment
Strong documentation skills for knowledge base articles and technical procedures
Preferred
Advanced knowledge of cyber security principles and healthcare-specific security frameworks
Experience automating common admin tasks using PowerShell, Python, or similar scripting languages
Tertiary qualified in a relevant IT related field and/or relevant work experience
Experience with teleradiology operations or distributed healthcare service delivery
Familiarity with radiology workstation hardware specifications and diagnostic monitor calibration
Experience with multiple PACS vendors and integration engines (HL7, DICOM routers)
Previous experience supporting Australian-based companies operating in US healthcare markets
Benefits
Yearly L&D budgets
Mentoring
Hackathons
Secondments
WFH options
Flexible hours
Inclusive, thoughtful policies to support families in every stage
Company
Harrison.ai
Harrison.ai is a clinician-led healthcare AI company using deep learning to improve the odds of IVF success for thousands of patients.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$252.65MKey Investors
National Reconstruction Fund CorporationHorizons VenturesBlackbird Ventures
2025-02-11Series C· $112M
2025-01-29Series C· $19.96M
2021-12-01Series B· $91.69M
Leadership Team
Dr Aengus Tran
Co-Founder and CEO
Dimitry Tran
Managing Director, Americas
Recent News
Startup Daily
2025-12-24
Company data provided by crunchbase