System Support Analyst I

Improving healthcare through innovative technology is at the core of Intelerad’s work. Our scalable medical imaging platform connects clinicians to a powerful imaging ecosystem that is fast, smart, and tapped into the data they need, no matter their location. We’re focused on delivering a best-in-class medical image management solution that improves provider efficiency, decreases the cost of healthcare, and improves the overall health of populations.

Intelerad offers one of healthcare’s most comprehensive imaging and analytics platforms. Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 700 employees located in offices across six countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report. To learn more, visit intelerad.com and follow Intelerad on LinkedIn and Twitter.

Role Overview

The System Support Analyst serves as the primary technical resource for InteleShare customers, ranging from major hospital networks to small radiology facilities. This remote position operates on a night shift schedule providing real-time technical support through substantial phone interaction and direct customer engagement. The role ensures InteleShare software is properly configured and operating effectively at all times, delivering timely resolution of technical issues while maintaining exceptional service levels and customer satisfaction.

Key Responsibilities: The Customer Support Analyst is accountable for delivering expert technical support and ensuring optimal system performance through the following priorities:

• Provide responsive technical support by addressing customer problems via phone and portal, actively monitoring client sites, and resolving cases in a timely manner while managing and exceeding customer expectations through excellent service delivery.
• Diagnose and resolve complex technical issues by analyzing root causes and troubleshooting challenging problems relating to software applications, Windows operating systems, SQL Server databases, and related technologies to restore system functionality and minimize downtime.
• Maintain comprehensive documentation by logging all incidents and problems within ServiceNow ticketing system, ensuring accurate records that support knowledge sharing and continuous improvement of support operations.
• Configure and deploy software solutions by installing and configuring InteleShare software to assist in customer deployments, editing configuration files, and ensuring systems meet customer operational requirements.
• Ensure service level compliance by prioritizing work based on service level agreements (SLAs), escalating incidents beyond current skill set to appropriate teams, and consistently meeting or exceeding Support specifications.
• Contribute to knowledge management by participating in knowledge sharing activities, publishing Knowledge Base articles, and supporting ad hoc projects to improve InteleShare support operations
• The hours for this role are Monday-Friday first shift (starting workday around 8am AEDT)

Qualifications & Experience

• Minimum 1-2 years of experience in Windows administration and technical customer support
• Excellent knowledge of Microsoft Windows operating systems for both servers and workstations
• Demonstrated customer service excellence with strong client-facing skills
• Excellent verbal and written communication skills in English or equivalent
• Strong problem-solving and analytical abilities with high attention to problem description, detail, and impact
• Proven ability to work effectively under pressure in a client-facing environment
• Ability to work remotely using secure connections, phone, and remote desktop-sharing tools

Preferred Qualifications & Special Requirements

• Experience running queries in SQL databases
• Excellent knowledge of Mac OS
• Experience with SaaS or cloud environments
• Experience in medical or research environments, including familiarity with DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging systems, PACS (Picture Archiving and Communication System), or RIS (Radiology Information System)

Travel Requirements

• N/A

This job description is not a comprehensive list of tasks or requirements and Intelerad reserves the right to change it at any time.

All your information will be kept confidential according to EEO guidelines.

Applicants may be required to complete an online technical and/or personality assessment as part of your application.

Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age , disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment