System Support Specialist I

Overview 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. Responsibilities Provide technical support and troubleshooting for Radiology IT systems, including RIS, PACS, and Vendor Neutral Archives (VNA) Work with radiologists, technologists, and IT staff to address system issues and optimize workflows Analyze and resolve technical issues efficiently, minimizing system downtime and impact on patient care Support DICOM, HL7, and other healthcare interoperability standards to maintain seamless integration between systems Diagnose and troubleshoot technical issues while maintaining clear and professional communication with customers Assist in disaster recovery planning and backup solutions for radiology IT environments Handle sensitive patient data in compliance with privacy regulations Utilize internal knowledge resources to effectively resolve technical challenges Collaborate with team members and cross-functional departments on complex issues Document all troubleshooting activities and resolutions to maintain accurate case records Develop and update technical documentation to support customers in product use and maintenance Participate in an on-call rotation, providing support outside of normal business hours, including overtime, holidays, and weekends as required Adhere to quality and regulatory compliance standards, including U.S. FDA medical device regulations, ISO 13485 requirements, and other applicable laws Handle incoming client calls and provide direct phone support, ensuring professional and effective communication while resolving technical issues This position requires working evening and weekend shifts as part of the regular schedule Qualifications Employment Prerequisites Bachelor’s degree in computer engineering or a related field, or equivalent experience 1+ years of related experience preferably in Healthcare IT / radiology systems support Excellent troubleshooting, analytical, and problem-solving skills Strong communication skills with the ability to interact with both technical and clinical personnel Ability to work independently and manage multiple priorities in a fast-paced environment Experience with ticketing systems such as Salesforce ServiceCloud, ZenDesk, or ServiceNow (ServiceNow preferred) Proficiency in Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), networking, SQL Server, and/or Oracle Working knowledge of Linux including CLI commands /architecture Experience with PostgreSQL or similar Understanding of cybersecurity best practices and HIPAA compliance Desired Competencies Industry certifications in relevant technical domains (e.g., Microsoft, VMware, Cisco) Understanding of medical informatics architecture, including VMware and storage solutions Strong knowledge of PACS, RIS, VNA, and medical imaging workflows Experience with DICOM, HL7, IHE, and other healthcare interoperability standards Red Hat Certified System Administrator (RHCSA) certification Experience in scripting or automation for system administration (PowerShell, Bash, Python) Knowledge of cloud-based medical imaging solutions and telemedicine technologies Fluency in multiple languages (French is a strong asset) 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 uses SmartRecruiters’ platform, which includes optional AI-assisted features (such as Winston Match, Screen, and Companion) to help our Talent Acquisition team streamline and enhance parts of the recruitment process. These tools are designed to support, not replace, human judgment and decision-making. All hiring decisions are ultimately made by our recruiters and hiring leaders. To learn more about how SmartRecruiters uses AI within its system and how it complies with applicable regulations, please review SmartRecruiters’ AI Addendum. 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 #J-18808-Ljbffr