[Hiring] Medical Imaging System Support Analyst II @Intelerad

Role Description

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 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

• 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.

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 technologies and applications.

Benefits

• The base pay for this position ranges from $32.00-38.00 an hour within any geographic market in the USA. 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 and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, retirement, PTO, and/or other benefits.