Merge medical imaging solutions, offered by Merative, combine intelligent, scalable imaging workflow tools with deep and broad expertise to help healthcare organizations improve their confidence in patient outcomes and optimize care delivery. Meet your radiology, cardiology, enterprise imaging needs – on your own terms – with Merge by Merative imaging solutions. Trusted by 6 of the 10 largest U.S. health systems, Merge empowers healthcare organizations with advanced medical imaging solutions to enhance workflows, optimize care delivery, and help improve patient outcomes. Merge’s Imaging Suite, built on a cloud-native foundation, provides solutions for Vendor-Neutral Archive (VNA), PACS, Enterprise Image Viewing and Workflow Orchestration. Merge’s portfolio also includes Best in KLAS Cardiology and Hemodynamic Monitoring, and Digital Pathology. The primary responsibility of the Technical Support Analyst is to provide advanced technical support and act as an escalation resources for internal and external customers in the support of Merge Healthcare products. Responsibilities: - Takes a self-directed role in the support and resolution of technical issues within the installed base - Takes inbound calls and makes outbound calls - Assess complex problems, collects data, establish facts, and documents detailed and accurate information about issues, troubleshooting steps and resolution into CRM - Owns the customer support experience and resolves customer satisfaction issues by designing & implementing solutions to complex technical problems - Escalates, owns, and remains focused in driving the resolution of issues through the appropriate channels and teams members, using highly effective communication skills - Improves customer satisfaction and company profitability by responding quickly to issues, providing frequent and informed updates and resolving issues in a timely manner - Provides direct input to help continue building the internal and customer facing knowledgebase by documenting root cause & solution details for technical support issues - Performs preventative maintenance activities & remote software upgrades to ensure system stability for customers Qualifications Required: - Extensive knowledge of computer hardware, including workstations, servers, and storage systems - Strong proficiency with workstation and server operating systems - Solid understanding of network infrastructure and communication protocols - Excellent customer service abilities, along with strong documentation and communication skills - Proven capability to manage and prioritize multiple assignments with minimal supervision - Ability to collaborate effectively within a team and work well with individuals at all organizational levels Basic Qualifications - Preferred - 1–3 years of experience working with or administering medical information systems such as RIS, PACS, HIS, or EMR platforms - Understanding of clinical workflows within medical imaging environments - Familiarity with database technologies, including SQL, DB2, and Oracle - Knowledge of DICOM and HL7 standards - Basic proficiency with scripting languages such as Bash, Korn, VB, Java, or Perl Education Requirements - Degree from a Technical College/University or equivalent experience - Bachelor’s Degree preferred in one of the following areas: Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering or Medical Informatics Work Environment The work environment characteristics here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - Office environment: Temperature Controlled - Call center environment - Travel: 10% Compensation The salary range provided in this job posting is intended to reflect the general market value for the position. The actual salary offered may vary based on factors such as the candidate’s experience, qualifications, skills, and the specific requirements of the role. This range may also be subject to change as market conditions evolve. We encourage open communication throughout the interview process to discuss compensation expectations. For base-salary + commission sales roles, the range represents On-Target Earnings. Min – Max : $53,560.00 - $80,340.00 (USD) Benefits The benefits described represent the current offerings at our organization, however, benefits are subject to change and may vary by location and employment status. We strive to provide a comprehensive benefits package that supports our employees’ health, wellness, and financial goals. Please note that benefits may be discussed in more detail during the hiring process. - Remote first / work from home culture - Flexible vacation to help you rest, recharge, and connect with loved ones - Paid leave benefits - Health, dental, and vision insurance - 401k retirement savings plan - Infertility benefits - Tuition reimbursement, life insurance, EAP – and more! It is the policy of Merative to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Merative will provide reasonable accommodations for qualified individuals with disabilities. Merative participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees

Who We Are VML, part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative and human first, award-winning work for blue chip client partners including AstraZeneca, Colgate-Palmolive, Dell, Ford, Microsoft, Nestlé, The Coca-Cola Company, and Wendy's. The agency is recognized by the Forrester Wave™ Reports, as a Leader among Marketing Creative and Content Service Providers, Commerce Services, Global Digital Experience Services, Global Marketing Services and, most recently, Marketing Measurement & Optimization. In addition, VML’s specialist health network, VML Health, is one of the world’s largest and most awarded health agencies. VML’s global network is powered by 26,000 talented people across 55+ markets, with principal offices in Kansas City, New York, Detroit, London, São Paulo, Shanghai, Singapore, and Sydney. About WPP WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com. The opportunity: What you’ll be doing: What we want from you: If you know some of this even better: What we can offer you: Alongside the opportunity to work with some of the most exciting brands around the world, we’ll also prioritise your career development and help you grow your skills. We’ll empower you to make a difference, allow you to be yourself, and respect who you are. Our culture thrives on our core values, designed for impact-driven individuals: Heart, Brains and Courage. We lead with Heart, fostering empathy and trust where genuine connections and human-centric work flourish. We empower your Brains for innovation, valuing relentless curiosity and collaborative intelligence to solve complex challenges. And we champion Courage, inspiring you to speak up, embrace experimentation, and advocate for bold solutions that push our thinking to be better than yesterday. AT VML Enterprise Solutions Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands. We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury’s, Selfridges, Shell and Tiffany & Co. We’ve built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia. Our reputation is based on our people, and we believe we have some of the best in the business. As our business grows internationally, we’re looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world. Working as a team, no problem is insurmountable; we share in our client’s successes and believe that anyone can show creative bravery no matter what their role is in the team. WPP (VML Enterprise Solutions) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers. VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X. When you click "Submit Application", this will send any information you add below to VML. Before you do this, we think it's a good idea to read through our Recruitment Privacy Policy. California residents should read our California Recruitment Privacy Notice. This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.

Role Description - Provide technical support for PCs, Windows operating systems, and Apple mobile devices. - Diagnose and resolve hardware, software, and fundamental network issues remotely. - Document and manage support requests through the FreshService ITSM/ticketing platform. - Maintain clear and effective communication with users to facilitate prompt and efficient resolutions. - Provide level one triage for VDI users. - Escalate complex incidents to senior technicians as required. - Adhere to company policies concerning security and confidentiality. - Address printing concerns, both local and network based. - Utilize Zoho Assist for secure remote access and support of user computers. - Troubleshoot audio and video issues encountered during video conferencing sessions. - Administer new user onboarding processes by appropriately adding accounts to relevant systems, including Active Directory, Microsoft 365, MoversSuite, Vonage, Dynamics 365, and HubSpot. - Oversee user deactivation procedures by removing accounts from these platforms as necessary. - Provide ongoing support for Microsoft 365 and on-premises Active Directory environments. - Create and manage distribution groups within Office 365. - Add and remove user accounts in Vonage. - Resolve issues related to the Vonage application. - Manage user accounts within the Mainframe system, including additions and removals. - Troubleshoot Barracuda VPN installation and connection challenges. - Perform password resets in the Mainframe system. - Monitor system health and performance using Data Dog. - Release emails and manage permitted senders through Mimecast. - Address and resolve OneDrive-related issues. - Deliver support and training for Microsoft applications. Qualifications - Demonstrates exceptional organizational, time-management, and follow-up abilities. - Maintains confidentiality and addresses sensitive requests with the utmost professionalism. - Exhibits outstanding proficiency in both written and verbal communication. - Possesses strong interpersonal skills, supporting employees at all organizational levels. - Operates independently and excels in dynamic, remote work environments. - Has prior experience providing support for PC hardware, Windows 10/11, and Apple iOS devices. - Understands basic networking concepts and is adept at troubleshooting issues. - Experienced in Microsoft 365 applications, including Exchange Online, Teams, and OneDrive. - Familiar with Azure Virtual Desktop Infrastructure (VDI) environment. - Capable of creating and managing distribution groups within Office 365. - Familiar with on-premises Active Directory, particularly user and group management. - Knowledgeable in ITIL principles and IT Service Management (ITSM) frameworks. - Previously supported executive-level personnel.

• Provide Tier 2 and Tier 3 technical support across a remote workforce environment. • Troubleshoot complex hardware, software, networking, VPN, printing, audio/video, and cloud application issues. • Serve as an escalation point for advanced support requests and infrastructure-related problems. • Support and improve onboarding and offboarding processes, including device provisioning, account setup, and secure access removal. • Maintain and support both Windows and macOS environments. • Assist in standardizing IT processes, documentation, and operational workflows. • Administer and maintain identity platforms such as Okta and Microsoft Entra ID (Azure AD). • Design and manage Single Sign-On (SSO) integrations using SAML 2.0, OAuth 2.0, OIDC, SCIM, and LDAP. • Configure and maintain Multi-Factor Authentication (MFA), Conditional Access Policies, passwordless authentication, and Zero Trust access controls. • Manage identity governance processes including user provisioning, role-based access controls, group policies, and access reviews. • Troubleshoot authentication, federation, and user-access issues across enterprise applications. • Support IT and security initiatives aligned with SOC 2, ISO 27001, and general cybersecurity best practices. • Monitor and respond to suspicious login activity, endpoint security alerts, and account-related incidents. • Assist with endpoint protection, device compliance, patch management, and access-control enforcement. • Help improve overall operational security, audit readiness, and internal compliance standards. • Administer and support cloud-based business platforms including Google Workspace, Slack, Salesforce, HubSpot, RingCentral, Filevine, BambooHR, and related systems. • Configure user permissions, workflows, integrations, and SaaS application settings. • Coordinate with vendors and third-party support providers when necessary. • Maintain clear and organized documentation for systems, troubleshooting procedures, and internal IT policies. • Identify opportunities to automate repetitive IT and account-management tasks. • Utilize scripting and workflow automation tools to improve scalability and operational efficiency. • Recommend and implement technology improvements that enhance security, reliability, and user experience.