IT Hardware Support Specialist (VistA PACS)

Job Description

Job Description

Description:

We are hiring an IT Hardware Support Specialist to keep the VistA Picture Archiving and Communication System (PACS) environment at Phoenix Indian Medical Center (PIMC) running reliably, so radiologists and clinicians can deliver uninterrupted patient care.

In this position, you will serve as the boots-on-the-ground technical expert responsible for the health, availability, and performance of the hardware infrastructure that stores, routes, and displays diagnostic medical images. Your work will span PACS application servers, database servers, SAN/NAS storage, RAID arrays and storage controllers, diagnostic radiologist workstations, clinical image review workstations, modality interface hardware, DICOM routing appliances, PACS network switches, backup appliances, and related rack-mounted infrastructure.

You will deliver preventive maintenance, corrective maintenance, hardware troubleshooting and repair, OEM warranty coordination, replacement of defective components using OEM or OEM-certified parts, emergency support, asset management, and hardware lifecycle support. Application-level VistA/PACS software support is excluded from this role unless specifically authorized; however, HPE software updates, support entitlements, and related HPE services identified in the HPE Hardware Support Equipment List are within scope.

This is a highly visible, mission-critical role. You will be the first responder for hardware incidents affecting diagnostic imaging, meaning your judgment, urgency, and technical precision will directly impact clinician workflow and patient outcomes at PIMC.

Key Responsibilities

1. Preventive Maintenance — Perform scheduled inspections, firmware updates, environmental checks, and health assessments across PACS application servers, database servers, SAN/NAS storage, RAID arrays, storage controllers, backup appliances, and rack-mounted infrastructure.
2. Corrective Maintenance & Repair — Diagnose, troubleshoot, and repair hardware failures on servers, storage, workstations, network switches, modality interfaces, and DICOM routing appliances supporting PACS.
3. OEM Warranty Coordination — Manage warranty entitlements, RMA processes, and repair coordination with original equipment manufacturers (including HPE) and OEM-authorized providers.
4. Component Replacement — Replace defective components using OEM or OEM-certified parts to preserve warranty integrity and vendor support entitlements.
5. Emergency Support — Provide 24×7×365 emergency responses, including remote triage and onsite intervention within the required response windows for critical incidents.
6. Asset Management — Maintain accurate inventory, configuration, warranty, and lifecycle records for all covered hardware assets.
7. Hardware Lifecycle Support — Track equipment status, coordinate refresh planning, and support end-of-life transitions in alignment with IHS operational requirements.
8. HPE Hardware & Services — Deliver HPE software updates, support entitlements, and related HPE services identified in Attachment 2 – HPE Hardware Support Equipment List.
9. Security & Compliance — Perform all onsite and remote work in accordance with applicable IHS security requirements.

Requirements:

The IT Hardware Support Specialist shall have the qualifications, resources, and readiness to deliver all responsibilities described above. At a minimum, the candidate must demonstrate :

1. Enterprise Hardware Support Capability — Demonstrated technical capability to support the covered hardware, including PACS application server hardware, database server hardware, SAN/NAS storage devices, RAID arrays and storage controllers, diagnostic radiologist workstations, clinical image review workstations, modality interface hardware, DICOM routing appliances, designated network switches supporting PACS, backup appliances, and related rack-mounted infrastructure.
2. Preventive & Corrective Maintenance Skills — Proficiency performing preventive maintenance, corrective maintenance, hardware troubleshooting, and repair enterprise IT hardware.
3. OEM Warranty & Repair Coordination — Ability to coordinate OEM support, warranty activities, repair workflows, and replacement-parts sourcing, including replacement of defective components using OEM or OEM-certified parts.
4. HPE Hardware & Services Support — Capability to provide the HPE hardware support, software updates, and support entitlements.
5. 24×7×365 Support Readiness — Ability to provide continuous 24×7×365 emergency support coverage.
6. Response Time Performance — Ability to meet remote response within one hour and onsite response within four hours for critical incidents at PIMC, and next-business-day onsite response for non-critical incidents.
7. Emergency Support Delivery — Demonstrated capability to deliver emergency hardware support in a mission-critical operational environment.
8. Asset Management — Proficiency executing asset management activities for covered hardware, including inventory, configuration, and warranty tracking.
9. Hardware Lifecycle Support — Capability to provide hardware lifecycle support across the covered infrastructure.
10. Qualified Personnel Readiness — Personnel qualified to support the covered hardware and immediately available or readily deployable to perform the requirement.
11. Security Compliance — Willingness and ability to perform onsite and authorized remote work in accordance with applicable IHS security requirements.

The following experience is highly desirable and will strengthen a candidate's ability to succeed in this role:

• Healthcare IT Environments — Prior experience supporting healthcare IT operations, hospitals, clinical facilities, or federal health agencies such as the Indian Health Service (IHS) or Department of Veterans Affairs (VA).
• Medical Imaging & PACS Systems — Direct experience supporting PACS or medical-imaging hardware, including diagnostic radiologist workstations, clinical image review workstations, modality interfaces, and DICOM routing appliances.
• HPE Enterprise Hardware — Hands-on experience with HPE servers, storage, networking, and associated support entitlements and software update workflows.
• Mission-Critical Infrastructure — Prior work in mission-critical IT environments requiring stringent SLAs, 24×7 coverage, and high-availability engineering practices.
• Enterprise Servers & Storage — Deep familiarity with enterprise server platforms, SAN/NAS storage, RAID arrays, and storage controller technologies.
• Diagnostic/Clinical Workstation Support — Experience with configuration, calibration, and hardware maintenance of diagnostic or clinical workstations.
• OEM Certifications — Manufacturer certifications (e.g., HPE ASE/Master ASE, storage OEM certifications) supporting warranty-preserving repair authority.

Location

• Primary Duty Station: Phoenix Indian Medical Center, 4212 N. 16th Street, Phoenix, Arizona 85016.
• Work Arrangement: Services shall be performed onsite at PIMC , with authorized remote work consistent with applicable IHS security requirements.

Work Schedule & Response Requirements

The role supports a 24×7×365 mission-critical environment , and the schedule reflects both standard business hours and after-hours availability for emergency response:

1. Core Onsite Schedule — Standard business hours onsite at PIMC to support preventive maintenance, corrective repair, asset management, lifecycle activities, and non-critical service requests.
2. 24×7×365 Emergency Coverage — Availability to respond to emergency support requests around the clock, every day of the year.
3. Critical Incident Response — Remote response within one (1) hour and onsite response within four (4) hours of critical hardware incident notification.
4. Non-Critical Incident Response — Next-business-day onsite response for non-critical incidents.
5. OEM Coordination Availability — Ability to engage OEM warranty and repair channels during and outside standard business hours as required to restore service.

Anticipated Period of Performance

• September, 2026 – September, 2027 (Estimated 12 months) with a potential for future extension.

Benefits

Additional compensation package benefits include:

• Comprehensive health (i.e., medical, dental, vision) administered by Anthem
• Simple IRA retirement benefits managed by Fidelity Insurance
• Complimentary short-term, long-term and accidental death insurance
• Financial assistance for professional development and certification
• Employee assistance program
• Performance-based and spot bonuses