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.
Job Description
Purpose
The Systems Support Analyst II is a seasoned technical professional responsible for resolving complex issues, ensuring the optimal performance of enterprise applications, and delivering high-level customer support. This role involves acting as a subject matter expert on core systems, mentoring junior analysts, and working closely with cross-functional teams to drive continuous improvement in application support and service delivery. The ideal candidate possesses advanced troubleshooting skills, deep technical expertise, and a proactive mindset focused on delivering customer-centric solutions.
Responsibilities
- Serve as an escalation point for complex technical issues from Level I analysts and end-users
- Troubleshoot and resolve advanced application, system, and integration issues, collaborating closely with internal teams and external vendors as needed
- Provide technical mentorship and support to junior team members, contributing to knowledge sharing and skill development
- Work with system administrators and customer IT teams to optimize application configurations and workflows
- Ensure accurate handling of sensitive patient data in compliance with HIPAA and other privacy regulations
- Analyze trends in support cases to identify root causes and recommend long term solutions
- Author and maintain internal knowledge base articles and technical documentation for both support teams and end-users
- Participate in and occasionally lead cross-functional incident response and resolution efforts
- Support customer go-lives, software upgrades, and system migrations, offering both remote and onsite assistance as needed
- Ensure ongoing compliance with quality standards and regulatory requirements, including FDA regulations, ISO 13485, and related standards
- Handle incoming client calls and provide direct phone support, ensuring professional and effective communication while resolving technical issues
- Work evening and weekend shifts as part of the regular schedule
- Participate in an on-call rotation, providing advanced support outside of regular business hours (including overtime, holidays, and weekends
Qualifications
Employment Prerequisites
- Bachelor’s degree in computer engineering, information systems, or a related field, or equivalent professional experience
- Minimum 3+ years in a technical support, systems administration, or application analyst role
- Exceptional troubleshooting and root cause analysis skills across application, database, and network layers
- Strong customer service orientation with excellent verbal and written communication skills
- Experience with support ticketing systems such as ServiceNow (preferred), Salesforce ServiceCloud, or ZenDesk
- Advanced understanding of healthcare interoperability standards such as PACS, RIS, DICOM, HL7, and IHE
- Proficiency in Windows Server environments (2012, 2016, 2019, 2022+), Active Directory, networking fundamentals, and SQL-based systems
- Working knowledge of Linux systems and medical informatics architecture, including VMware and storage technologies
- Experience with relational databases including PostgreSQL, SQL Server, and/or Oracle
- Ability to work independently with minimal supervision in a high-paced, regulated environment
Desired Competencies
- Industry certifications (e.g., Microsoft, VMware, Cisco) strongly preferred
- Red Hat Certified System Administrator (RHCSA) or equivalent Linux certification
- Fluency in additional languages; French is a strong asset
- Experience supporting mission-critical applications in regulated industries such as healthcare or life sciences
This job description may not be inclusive of all assigned duties and the scope of the job may change as necessitated by business demands.
Additional Information
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.
#LI-REMOTE
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
