System Support Analyst (Windows/SQL/HL7)

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 timeframes, 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 related field, or equivalent work experience
• 3+ years of technical support experience with demonstrated progression in responsibility
• Experience with Windows operating systems (desktop and server environments)
• Familiarity 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
• Working knowledge of DICOM, HL7, and healthcare interoperability standards
• Experience with ticketing systems such as ServiceNow, Salesforce ServiceCloud, or ZenDesk
• Excellent verbal and written communication skills with ability to explain technical concepts to diverse audiences
• Highly organized, detail-oriented, and capable of thriving in a fast-paced environment.
• Ability to make independent decisions based on technical data and product knowledge.
• Ability to obtain US security clearance (US citizenship 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
• Industry certifications in relevant technical domains (Microsoft, SQL)
• Familiarity with AWS cloud services
• Healthcare software experience, particularly in medical imaging environments
• Strong technical aptitude with ability to quickly learn new technologies and applications
• Schedule: Monday-Friday, flexibility between 9:00 AM - 8:00 PM EST
• On-Call Availability: As part of a 24x7x365 support organization, participation in holiday and on-call rotation is required
• Travel Requirements
• Minimal travel may be required for training or special projects
• This job description is not a comprehensive list of tasks or requirements and Intelerad reserves the right to change it at any time.
• This role may support U.S. federal government clients and systems, including the Department of Veterans Affairs (VA). As such, the following are conditions of employment where applicable:
• Must be a U.S. citizen and able to provide proof of citizenship
• Must be eligible to obtain and maintain required government security clearance(s) and system access (e.g., VA systems such as FACTS)
• Must be willing to complete all required onboarding steps, which may include background investigations, fingerprinting, and identity verification
• Must comply with all client and government security requirements as a condition of continued employment
• Failure to obtain or maintain required clearance(s) or complete required steps within designated timeframes may impact eligibility for the role and may result in disciplinary action, up to and including termination of employment.
• All your information will be kept confidential according to EEO guidelines.
• Applicants may be required to complete an online personality assessment as part of your application.
• #LI-REMOTE
• The base pay for this position ranges from $27.04/hr USD to $36.06/hr USD within any geographic market in the US. Pay may vary depending on job-related knowledge, skills, and experience. Intelerad is a total compensation company. Pay is dependent on the position offered. Bonus an

Benefits

Additional Information

The System Support Analyst I 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 I 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.

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