Job Description
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 Europe UK/Ireland in the 2026 Best in KLAS: Global Software (Non-US) report.
Job Description
The System Support Analyst I 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 I 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
Qualifications & Experience
- Bachelor’s degree in Computer Science or 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 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 (Microsoft, SQL)
- Familiarity with AWS cloud services
- Healthcare software experience, particularly in medical imaging environments
- Strong technical aptitude with ability to quickly learn new technologies and applications
- Schedule: Monday-Friday, flexibility between 9:00 AM - 8:00 PM EST
- On-Call Availability: As part of a 24x7x365 support organization, participation in holiday and on-call rotation is required
Travel Requirements
- Minimal travel may be required for training or special projects
This job description is not a comprehensive list of tasks or requirements and Intelerad reserves the right to change it at any time.
Additional Information
This role may support U.S. federal government clients and systems, including the Department of Veterans Affairs (VA). As such, the following are conditions of employment where applicable:
- Must be a U.S. citizen and able to provide proof of citizenship
- Must be eligible to obtain and maintain required government security clearance(s) and system access (e.g., VA systems such as FACTS)
- Must be willing to complete all required onboarding steps, which may include 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.
All your information will be kept confidential according to EEO guidelines.
Applicants may be required to complete an online personality assessment as part of your application.
#LI-REMOTE
The base pay for this position ranges from $27.04/hr USD to $36.06/hr USD within any geographic market in the US. 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.
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
