• Serve as the primary PACS technical support resource for customer healthcare IT projects. • Provide second-level support for PACS/RIS and healthcare IT systems, troubleshooting and resolving escalated technical issues. • Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner. • Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution. • Collaborate with IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues. • Monitor and triage support queues, assigning tickets to the appropriate product or functional teams. • Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system. • Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts. • Ensure compliance with healthcare regulatory standards and internal IT policies. • Support and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance. • Deliver product and service training to administrators, service-level users, and customers as needed. • Perform DeepHealth RIS/PACS system updates, upgrades, and maintenance activities. • Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions. • Integrate and support solutions within public cloud environments and DeepHealth platforms. • Design, implement, document, and support technical solutions that meet customer and organizational requirements. • Work cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success. • Educate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency. • Identify opportunities to improve customer experience and contribute to ongoing operational and service enhancements.

• Provide prompt, courteous, and technically sound support to internal users; triage, investigate, and resolve complex issues across endpoints, identity/access, networks, and core business applications; document root cause and prevention. • Read system/auth/network logs and use the CLI to diagnose issues; run basic HTTP/DNS/network checks to isolate faults. • Own hardware/software troubleshooting and serve as an escalation point for the service desk. • Create and maintain SOPs/runbooks and knowledge articles that reduce time to resolution and re-opens. • Track and report support KPIs (e.g., time to first response, MTTR, re-open rate, SLA attainment) and recommend process improvements. • Maintain accurate tickets, change records, and asset details so work is reviewable and audit-ready (privacy/security aware). • Contribute to endpoint hygiene (patching coordination, baseline configuration checks) with platform owners. • Provide training and guidance to users on secure and effective technology usage. • Perform other duties as assigned.

Role Description The Production Technology Lead is a business-critical operations leadership role sitting at the intersection of production, technology, and delivery risk while enabling our production studios to scale safely and maintain client-grade delivery. - Own response to production-critical incidents - Lead cross-studio coordination in high-risk delivery moments - Define and activate contingency/fallback plans - Act as business owner for production tech stack AI integration and governance, Creative Force, Adobe ecosystem, Capture One, and emerging in-studio production technologies - Determine platform rollout strategy, go-live readiness, and adoption sequencing - Define how platforms are used across studios - Align tooling decisions to throughput and capacity, staffing and workflow designs, and client delivery requirements - Govern exceptions and change management - Own escalation and decisions where policy conflicts with delivery needs and platforms introduce client or reputational risk - Represent the business in client-visible risk scenarios - Act as primary interface across Studio Leads, Production teams, TXA/IT, and Platform vendors - Translate delivery needs into clear execution priorities - Lead and structure Technical Account Manager (TAM) capability - Bring existing TAMs into a unified operating model - Build toward workflow optimization, automation design and support, and scalable platform enablement Qualifications - Minimum of 10 years of experience managing Studio production technology, studio/creative operations, and/or digital production or content environments - Minimum of 1 year of experience in AI content delivery, agentic architectures in a scaled commercial environment Requirements - Experience working across multiple studios, markets, or delivery teams - Strong familiarity with workflow platforms (e.g. Creative Force, Workfront, DAMs, Adobe ecosystem) - Experience managing complex delivery environments with tight timelines and client impact - Operational judgment under pressure (able to make tradeoffs quickly and clearly) - Strong stakeholder leadership (credible with MDs, IT, and vendors) - Platform fluency (understands impact of tools on workflow and delivery) - Commercial awareness (understands cost, margin, and delivery tradeoffs) - Problem solving in ambiguous environments - This role will require at least 40% travel. Benefits - Market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage - 401(k) plan - Bonus opportunities - Paid holidays - Paid time off Company Description Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale.

Role Description Virtual Field Technical Support Engineer-Remote - Under limited supervision, provides remote technical support to JCI service providers and authorized distributors/representatives with solutions to diverse technical problems and applications relating to building automation and control systems, networking, databases, PC/server configuration, and other related required technologies. - Support is provided primarily via phone analysis and remote interrogation. Some onsite analysis may be required. - Analyzes and troubleshoots application, communications, network, and control system problems and effectively communicates solutions to JCI employed service providers and authorized distributors/representatives. - Work directly with product teams and/or with FSC L2 teams regarding new product development or existing product maintenance and provide subject matter expertise to the Level 1 team on these products. - Troubleshoot third-party control system integration issues. - Provide technical, application, and process instruction when callers have limited training or experience. Escalate field training needs to branch management when the lack of field knowledge to perform field tasks trends are identified. - Configures and maintains lab configuration with all products necessary to replicate on-site situations to simulate conditions in the field. - Labs to include, but not limited to, virtualized PC configurations for all supported platforms, private networks, wireless networks, all current and legacy JCI controller products, and all required power systems and wiring. - Documents all symptoms, root causes, and identified solutions into a comprehensive Call Tracking Database and, when appropriate, into a centralized knowledge database. - Maintain and continuously improve skills on all technologies required to support JCI automation and controls products including JCI current and legacy hardware, IT support techniques and tools as well as JCI developed technology, hardware, and diagnostic tools. - Maintain and continuously improve skills on all JCI automation and controls products as they evolve. Qualifications - Bachelor’s degree in electrical or mechanical engineering and a minimum of 7 years of Johnson Controls field or engineering technical experience or an associate's technical degree with a minimum of 10 years of Johnson Controls field or engineering technical experience. - Strong understanding of networking principles, products, and technologies. - Extensive PC software and hardware skills. - Strong knowledge of HVAC systems and applications. - Strong understanding of Building Automation Systems design and maintenance. - Understanding of ASHRE standard protocols used in HVAC and automation products. - Strong understanding of AC and DC circuits. - Strong communication skills as they apply to convey very technical information to callers at all levels of technical competency. Requirements - HIRING SALARY RANGE: $85,200-118k (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) - This position includes a competitive benefits package. - The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. - To support an efficient and fair hiring process, we may use technology-assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. Benefits - Competitive benefits package.