System Support Analyst (Windows/SQL/HL7)

System Support Analyst I

About Intelerad:
Intelerad is dedicated to clearing the path to answers in healthcare. Our medical imaging solutions streamline information flow, simplify complex processes, enhance efficiency, and accelerate diagnoses. We empower physicians to deliver faster answers to patients, improving outcomes globally. Headquartered in Raleigh, NC, and Montreal, Intelerad employs nearly 800 professionals across four countries, supporting approximately 2,000 healthcare organizations worldwide. Our enterprise solutions have earned recognition, including a #1 ranking for PACS Europe UK/Ireland in the 2026 Best in KLAS: Global Software (Non-US) report.

About the Role:
The System Support Analyst I provides advanced technical assistance for Intelerad’s medical imaging applications to customers in healthcare organizations. This position requires in-depth problem analysis, complex technical troubleshooting, and the delivery of exceptional customer support across multiple channels. As a subject matter expert, you will ensure customer success through technical proficiency, proactive communication, and collaborative problem-solving, directly contributing to patient care delivery.

Key Responsibilities:

• Resolve Complex Technical Issues: Apply advanced technical expertise to analyze, troubleshoot, and resolve intricate customer issues related to 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 Service Level Agreement (SLA) timeframes, consistently exceeding customer expectations through outstanding service and technical solutions.
• Manage Customer Relationships: Own customer cases from initiation to resolution, meticulously 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 to enhance support capabilities and promote customer self-service options.

Qualifications & Experience:

• Bachelor’s degree in Computer Science or a 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 the 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 (e.g., Microsoft, SQL).
• Familiarity with AWS cloud services.
• Experience with healthcare software, particularly in medical imaging environments.
• Strong technical aptitude with the ability to quickly learn new technologies and applications.
• Schedule: Monday-Friday, flexibility between 9:00 AM - 8:00 PM EST.
• On-Call Availability: Participation in holiday and on-call rotation is required as part of a 24x7x365 support organization.

Travel Requirements:
Minimal travel may be required for training or special projects.

Additional Information:
This role may support U.S. federal government clients and systems, including the Department of Veterans Affairs (VA). Therefore, the following conditions of employment apply where applicable:

• Must be a U.S. citizen and provide proof of citizenship.
• Must be eligible to obtain and maintain required government security clearance(s) and system access (e.g., VA systems like FACTS).
• Must complete all required onboarding steps, including 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.

Compensation & Benefits:
The base pay for this position ranges from $27.04/hr USD to $36.06/hr USD. Intelerad offers a total compensation package including bonuses, medical, financial, retirement, PTO, and other benefits.

Equal Employment Opportunity:
Intelerad is committed to equal employment opportunity for all individuals, adhering to all federal, state, and local laws. We prohibit discrimination based on race, color, religion, sex, national origin, age, disability, and genetic information. We are also committed to providing equal employment opportunity for qualified individuals with disabilities, following the Americans with Disabilities Act (ADA).