Systems Support Analyst II

Company Description

At Intelerad, we believe the path to answers in healthcare should be clear-whether you are waiting for a diagnosis or trying to expedite one. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We empower physicians to get patients the answers they need faster and improve outcomes for everyone.

With more accessible imaging, we are getting patients out of the dark.

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across four 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.

The System Support Analyst II provides advanced technical assistance for Intelerad's medical imaging applications to customers across healthcare organizations. This role focuses on in-depth problem analysis, complex technical troubleshooting, and delivering exceptional customer support through multiple channels. The System Support Analyst II serves as a subject matter expert who ensures customer success through technical expertise, proactive communication, and collaborative problem-solving that directly impacts patient care delivery.

Key Responsibilities

• Resolve Complex Technical Issues:
  Apply advanced technical expertise to analyze, troubleshoot, and resolve complex customer issues with Intelerad's medical imaging applications and their integration into diverse healthcare environments
• Deliver Exceptional Customer Support:
  Respond to customer inquiries via phone, email, and other channels within designated SLA time frames, consistently exceeding customer expectations through outstanding service delivery and technical solutions
• Manage Customer Relationships:
  Own customer cases from initiation to resolution, documenting all interactions, solutions, and outcomes in the case management system while proactively updating customers throughout the resolution process
• Collaborate Across Teams:
  Partner effectively with Sales, Product, Engineering, and Technical Operations teams to identify product defects, design solutions, conduct testing, and ensure seamless customer experiences
• Contribute to Knowledge Management:
  Actively develop and maintain technical documentation, knowledge base articles, and online community resources that enhance support capabilities and customer self-service options

Qualifications & Experience

• Bachelor's degree in Computer Science or equivalent work experience
• 5+ years of technical support experience with demonstrated progression in responsibility
• 3+ years of experience in Tier 2 support environment with advanced troubleshooting capabilities
• Advanced experience with relational database management systems (MSSQL, Oracle, or MySQL) including complex SQL query development and optimization
• Strong knowledge of network and web protocols (TCP/IP, LDAP, HTTP, HTTPS), firewalls, proxies, and web servers
• Experience supporting Linux operating systems and application servers (Apache Tomcat or equivalent)
• Excellent verbal and written communication skills with ability to explain technical concepts to diverse audiences
• Ability to obtain US security clearance (US citizenship required)
• Schedule:
  
  Monday-Friday, 8:00 AM - 5:00 PM Eastern
• On-Call Availability:
  As part of a 24x7x365 support organization, participation in holiday and on-call rotation is required

Preferred Qualifications & Special Requirements

• Experience implementing and supporting Radiology Information Systems (RIS), Picture Archiving and Communications Systems (PACS), or Diagnostic Imaging Workflow Management solutions
• Experience with Windows operating systems (desktop and server environments)
• Healthcare software experience, particularly in medical imaging environments
• Strong technical aptitude with ability to quickly learn new…