Software Technical Support

Barrington, IL posted on June 1

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Role Summary/Purpose

This role is responsible for providing software technical support and maintenance for GEHC customers. Provide Escalation response and remote solutions to customers experiencing technical systems difficulties. Will possess knowledge in some of the following areas PACS, DICOM, HL7, Centricity Universal viewer, PACS IW, EA, ZFP and the current technology being used in GEHC Software Products for example Windows Server, Powershell, SQL Server, Networking, IIS, SSL and Tomcat.

Essential Responsibilities

• Uses troubleshooting techniques and programming skills to make needed modifications to customer database and ensure information integrity
• Uses troubleshooting techniques and programming skills to analyze and resolve customer issues as assigned in compliance with the standard turn-around time or project milestones
• Uses standard utilities and programming skills, deliver software to customer sites from GEHC standard version libraries as well as updates GEHC system with resolution status
• Supports product or application with little or no assistance, maintains a high level of quality following all GEHC department standards
• Is responsible for quality solutions to be implemented at client sites
• Understands and follows departmental standards
• Adheres to and advances the use of GEHC coding conventions, debugging techniques, tools, and documentation.
• Acts as a technical resource to other members of the department and customers
• Analyzes and resolves most software issues with minimum assistance
• Specifies, sets up, codes, and processes complex conversion and interfaces for assigned clients meeting all project plan dates set
• Has in-depth knowledge of at least 1 major product. Supports multiple products or suites, while maintaining a high level of quality, following all GEHC department standards
• Has a concentration in/familiarity with other applications to develop integration expertise
• May write or contribute user/technical documentation and case notes
• Contribute Quality articles to the knowledge base
• Review team members knowledge base articles prior to publication
• Meets with customers as necessary, analyzes their needs, and provides insight into products and their functionality
• May be required to work overtime, on-call, weekends, and holidays
• Identify and report any personal quality or compliance concerns immediately to the Quality Organization, ensure timely dispatch closure
• Ensure completion of all field modifications instructions (FMI’s) within prescribed timeframe
• Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps
• Flexibility to provide onsite support, as needed
• Provides customer support in 24x7 environment


1. Bachelor’s Degree or Associates and 1 year of progressive experience within technical service role or equivalent (defined as High School Diploma/GED and 4 years progressive experience within technical service role: software, hardware, networks databases, and/or desktops.
2. Computer skills to include knowledge of software programing and database applications
3. Ability to work independently with minimum direction
4. Effective communication skills. Demonstrated ability to effectively interface with cross-functional teams

Additional Elgibility Qualifications

GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.

Desired Characteristics

1. Bachelor’s Degree in Computer Science, IT or related field
2. Knowledge/experience with the healthcare industry
3. Experience with Centricity PACS products
4. Strong customer-service skills
5. Highly motivated team-player
6. Prior project or technical leadership experience
7. Demonstrated ability to train/mentor peers
8. Ability to stay calm in pressurized situations and coach people through solving problems
9. Ability to drive improvements in efficiency