Imaging Support Specialist - IS Client Services

The Imaging Support Specialist (ISS) is responsible for the support of the imaging user community at Keck Medicine of USC hospitals and affiliated clinic locations. This position will provide hardware, software, and other related technology support with the primary focus in imaging systems and modalities. The Imaging Support Specialist is an enterprise customer-centric role, and the incumbent can expect to frequently interface with vendors, clinicians, staff, and IT while providing top-tier service, thorough communication, and timely resolution. The ISS will serve as a technical point of contact for our clients, provide timely on-site support, learn & support new clinical imaging technology, provide technical training, assist in execution of IT projects, and update documentation.

Essential Duties:

• Act as the on-site, in-person, initial point of contact for all imaging system related concerns
• Install and maintain hardware, computer peripherals, and imaging applications located on-site and remote
• Assist in creating training materials pertaining to computer troubleshooting and usage
• Maintain imaging equipment to ensure proper security and system updates are applied
• Assist with medical device assessment, on-boarding, and troubleshooting
• Attend clinical department meetings and daily imaging huddles
• Provide comprehensive issue documentation in ticketing system
• Provide correct escalation to imaging tier 2 support or other IT department(s)
• Track and facilitate issue resolution to completion
• Basic understanding of clinical workflow will be expected to support end user
• Create and maintain KB articles
• Manage imaging hardware inventory
• Contribute to the completeness and accuracy of application installation documentation
• Provide necessary infrastructure updates to imaging devices
• Assist with testing and validation for imaging impacting initiatives
• Troubleshoot networking and connection issues on-site and remote
• Other duties as assigned

Required Qualifications:

• Req High school or equivalent
• Req 1 year Experience in supporting desktop or imaging technology environment

• Req Must demonstrate excellent customer service, written & verbal communication skills; triage, track & monitor ticket progress & follow escalation procedures
• Req Must demonstrate ability to learn quickly and adapt to new & changing environments along with the willingness to take on additional responsibilities
• Req Demonstrate basic competency and ability to support imaging informatics system interfaces
• Req Knowledge of computer hardware (advanced workstations, diagnostic monitors)
• Req Able to establish and maintain effective working relationships with co-workers and others, interacting and maintaining a strong sense of teamwork and collaboration
• Req Able to present professional telephone and in-person etiquette
• Req Able to respond and be on-site quickly in emergency situations
• Req Able to travel to multiple off-site clinical locations as needed

Preferred Qualifications:

Required Licenses/Certifications:

• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

The hourly rate range for this position is $29.00 - $45.20. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.