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Intelerad · 17 hours ago

Systems Support Analyst II

United States

Full-time

Remote

Senior Level

5+ years exp

Intelerad is a company dedicated to improving healthcare through advanced medical imaging solutions. The Systems Support Analyst II role involves providing advanced technical assistance for medical imaging applications, focusing on complex problem analysis and exceptional customer support.

Health CareMedical DeviceSoftware

No H1B

Security Clearance Required

U.S. Citizen Only

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

Qualification

Technical support experienceAdvanced troubleshootingRelational databasesNetwork protocolsLinux operating systemsWindows operating systemsHealthcare softwareTechnical aptitudeCommunication skills

Required

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

Preferred

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