System Support Analyst I

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 I plays a critical role in delivering exceptional technical support and issue resolution for Intelerad's enterprise medical imaging solutions. This position requires diagnosing complex system issues, collaborating with cross-functional teams, and ensuring optimal performance for healthcare clients. The ideal candidate brings strong technical capabilities, excellent problem-solving skills, and a passion for supporting healthcare providers in delivering quality patient care.

Key Responsibilities

• Deliver technical support excellence by serving as the primary point of contact for system administrators and end-users, troubleshooting software and system issues while maintaining clear, professional communication throughout the resolution process.
• Ensure compliance and security by handling sensitive patient data in accordance with privacy regulations, and adhering to quality and regulatory standards including U.S. FDA medical device regulations and ISO 13485 requirements.
• Drive knowledge management and documentation by utilizing internal resources to resolve technical challenges efficiently, and creating comprehensive technical documentation to support customer product use and maintenance.
• Collaborate across teams to escalate and resolve complex issues by working closely with engineering, implementation, and product teams to deliver optimal solutions for customers.
• Support 24/7 operations by participating in on-call rotation, providing technical support outside normal business hours including overtime, holidays, and weekends as required by business needs.

Qualifications & Experience

• Bachelor's degree in Computer Science, Computer Engineering, or related technical field, or equivalent experience.
• Strong customer service orientation with excellent written and verbal communication skills.
• Proficiency in Windows Server environments (2012, 2016, 2019, 2022+), networking fundamentals, and database systems (SQL Server and/or Oracle).
• Familiarity with healthcare IT interoperability standards including PACS, RIS, DICOM, HL7, and IHE protocols.
• Experience with ticketing systems such as Salesforce ServiceCloud, ZenDesk, or ServiceNow.
• Understanding of medical informatics architecture, including virtualization technologies (VMware) and storage solutions.
• Working knowledge of Linux operating systems and PostgreSQL databases.
• Highly organized and detail-oriented with the ability to make independent decisions based on technical data and product knowledge.
• Ability to thrive in a fast-paced environment and manage multiple priorities effectively.

Preferred Qualifications & Special Requirements

• Industry certifications in relevant technical domains (e.g., Microsoft, VMware, Cisco).
• Red Hat Certified System Administrator (RHCSA) certification.
• Fluency in French or other languages.
• Participation in on-call rotation supporting 24/7 operations.
• Ability to work outside standard business hours including weekends and holidays as needed.
• 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.

All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.

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Intelerad uses SmartRecruiters' platform, which includes optional AI-assisted features (such as Winston Match, Screen, and Companion) to help our Talent Acquisition team streamline and enhance parts of the recruitment process. These tools are designed to support, not replace, human judgment and decision-making. All hiring decisions are ultimately made by our recruiters and hiring leaders. 

To learn more about how SmartRecruiters uses AI within its system and how it complies with applicable regulations, please review SmartRecruiters' AI Addendum. 

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