[Hiring] System Support Analyst @Intelerad

Role Description

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

• 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 Sunday-Thursday night USA time; working Monday-Friday 8am-5pm AEDT time zone (Australian Eastern Daylight Time).

Qualifications

• 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.

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).

Benefits

• The base pay for this position ranges from $33.00- $35.00 per hour USD 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.