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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer III - **Company:** Novarad Corporation - **Location:** Salt Lake City, UT, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Health Informatics, Databases, Learning Management Systems, Dynamic Host Configuration Protocol, Dicom, Domain Name System (DNS), Monitoring of Systems, Hyper-V, Internet Information Services (IIS), Imaging Technology, Virtual Private Networks (VPN), Knowledge Management, Lightweight Directory Access Protocols (LDAP), Microsoft SQL Server, Windows Servers, Windows PowerShell, Remote Access Technology, Security Assertion Markup Language (SAML), Single Sign-On, Systems Integration, Transmission Control Protocol (TCP), Wireshark, Virtualization Technology, JetBrains, Scripting, Enterprise Software Applications, Software Troubleshooting, Information Technology, Health Level Seven International, Data Management, Restful APIs, Network Server, Vmware - **Published:** August 5, 2026 - **Apply:** https://www.dice.com/job-detail/356750b9-94b4-4d1d-90ae-a25f48e5e280 ## About the Role Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience. Five or more years of experience supporting enterprise software, systems administration, healthcare IT, or a related technical field. Experience administering Microsoft Windows Server environments, including Active Directory, LDAP, DNS, DHCP, and Group Policy. Strong troubleshooting experience across Windows operating systems, enterprise applications, networking, servers, databases, and hardware. Working knowledge of Microsoft SQL Server. Strong understanding of TCP/IP networking, VPN connectivity, and enterprise infrastructure. Experience troubleshooting complex customer environments with multiple integrated systems. Demonstrated ability to mentor peers, lead technical initiatives, or serve as a senior technical resource. Excellent verbal and written communication skills. Strong analytical thinking and a passion for solving complex technical problems. A customer-first mindset with a high degree of ownership, accountability, and professionalism. Preferred Qualifications Experience with one or more of the following is highly desirable: PACS, RIS, or other medical imaging systems WireShark, JetBrains, Debugview DICOM and HL7 integrations Healthcare IT environments HIPAA and healthcare cybersecurity best practices VMware or Hyper-V virtualization PowerShell or other scripting languages Microsoft IIS administration LDAP, SAML, or Single Sign-On technologies REST APIs and systems integrations Enterprise storage technologies ITIL Foundation certification Previous experience serving as a technical lead or mentoring other engineers ## Description As a Technical Support Engineer III, you'll serve as one of Novarad's technical experts and a trusted resource for both customers and teammates. You'll solve our most complex technical challenges, mentor fellow engineers, and work closely with Escalation, Customer Success, and Technical Operations to improve our products and customer experience. This role provides a clear path for those interested in leadership opportunities. You'll help shape technical processes, influence product improvements, and develop the next generation of support engineers while remaining hands-on with advanced troubleshooting. Candidates must reside in the Greater Provo/Salt Lake City area and be able to work onsite. What You'll Work With You'll regularly work with technologies including: Microsoft Windows Server Active Directory, DNS, DHCP, and Group Policy Microsoft SQL Server TCP/IP networking VMware and Hyper-V virtualization Microsoft IIS PowerShell VPN technologies HL7 and DICOM integrations PACS and RIS environments Enterprise storage systems Healthcare workstations and imaging devices Enterprise hardware Remote support and monitoring tools What You'll Do Solve Complex Customer Challenges Resolve the most complex technical issues involving Novarad software, hardware, networking, databases, and enterprise infrastructure. Serve as the senior escalation resource for issues that cannot be resolved by Level I or Level II Support Engineers. Perform detailed root-cause analysis on recurring or high-impact issues and drive permanent corrective actions. Troubleshoot software, hardware, networking, database, virtualization, and integration issues within complex healthcare environments. Collaborate directly with distributors, healthcare IT professionals, clinicians, and customer leadership on active projects and support incidents. Proactively identify opportunities to improve customer environments through upgrades, preventative maintenance, and infrastructure best practices. Maintain accurate, detailed documentation within the CRM and knowledge management systems. Technical Leadership & Mentorship Mentor and coach Technical Support Engineers through technical guidance, troubleshooting methodology, and customer communication. Serve as a trusted technical resource for teammates, helping resolve challenging issues and sharing best practices. Review complex technical issues and provide recommendations before escalation to Development. Assist with onboarding and technical development of new engineers. Help coordinate workload balancing, scheduling, and on-call coverage in partnership with Support leadership. Lead by example as a hands-on senior technical expert who remains actively engaged in customer support. Lead technical initiatives and cross-functional projects that improve customer outcomes, product quality, and team effectiveness. Foster a culture of continuous learning, collaboration, accountability, and technical excellence. Collaborate Across the Organization Partner with Development and Product Management to investigate software defects, validate fixes, and improve product quality. Participate in technical triage and provide customer-focused input on product enhancements. Work closely with Customer Success and Technical Operations to ensure successful customer outcomes. Represent Technical Support during cross-functional projects and major customer initiatives. Identify trends and recurring issues that can be addressed through product improvements, automation, or process enhancements. Improve the Organization Create and maintain high-quality technical documentation, troubleshooting guides, and knowledge base articles. Identify opportunities to improve support tools, processes, reporting, and operational efficiency. Lead or participate in continuous improvement initiatives across the Technical Support organization. Help establish and maintain technical standards and best practices. Growth Mindset Stay current on emerging healthcare IT technologies and Microsoft infrastructure platforms. Maintain knowledge and updated training provided by Novarad LMS. Participate in company training and share technical knowledge across the organization. Lead or contribute to technical training sessions for the Support organization. What Success Looks Like During your first year, you'll: Become a trusted senior technical resource for the Support organization. Build strong relationships with Development, Product Management, Customer Success, and Technical Operations. Help reduce recurring customer issues through effective root-cause analysis. Mentor fellow engineers and elevate the team's overall technical capability. Improve technical documentation and troubleshooting processes. 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