Systems Support Representative

Baylor St. Luke’s Medical Center is an 881-bed quaternary care academic medical center that is a joint venture between Baylor College of Medicine and CHI St. Luke’s Health. Located in the Texas Medical Center, the hospital is the home of the Texas Heart® Institute, a cardiovascular research and education institution founded in 1962 by Denton A. Cooley, MD. The hospital was the first facility in Texas and the Southwest designated a Magnet® hospital for Nursing Excellence by the American Nurses Credentialing Center, receiving the award five consecutive times. Baylor St. Luke’s also has three community emergency centers offering adult and pediatric care for the Greater Houston area. 

CHI St. Luke’s Health, now part of CommonSpirit Health formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health, has been serving our community since 1954. Operating 137 hospitals and more than 1,000 care sites across 21 states, making our services accessible to nearly 1 in 4 U.S. residents. We proudly provide a vast array of services that help us keep our community safe and healthy. 

As a Systems Support Representative, you will be a central figure providing critical technical assistance and support to end-users, ensuring the smooth and efficient operation of our IT systems and applications. You will play a vital role in resolving technical issues, enhancing user productivity, and maintaining a positive technology experience for our staff.

Every day, you will expertly troubleshoot a wide range of hardware and software problems, meticulously analyze user requests, and provide clear, concise solutions through various channels (e.g., phone, email, chat, in-person). You will also document incidents, manage service requests in our ticketing system, guide users through technical procedures, and collaborate with other IT teams to escalate and resolve more complex issues, all while maintaining a customer-focused approach.

To be successful in this role, you will combine strong technical aptitude, exceptional problem-solving skills, and outstanding communication and customer service abilities. You will demonstrate a proactive approach to user support, a meticulous attention to detail in documenting issues, and thrive in a dynamic, fast-paced environment dedicated to ensuring reliable IT services and high user satisfaction.

• Assist users with data integrity and QA issues relating to PACS
• Performs first call support for users; report and track problems and issues relating to PACS, which includes resetting Workstations, testing the system and handling network problems
• Communication with users, documenting user feedback for system modifications and improvements and providing education and training to ensure staff competency
• Coordinate department PACS workflow with all modalities of Radiology, which includes collating PACS related paperwork for interpretation, identifying delays with workflow and any PACS QA issues
• Performs all clerical Film Library Functions and Assists file room staff with daily operational needs
• Assists physicians, hospital staff and patients in obtaining requested radiographic history and information

Required

• High School Diploma or GED
• Three years of related experience