Systems Support Analyst II

Intelerad

5h • $70,000 - $80,000 • Remote

About The Position

The System Support Analyst II 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 II 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.

Requirements

• 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

Nice To Haves

• 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
• Minimal travel may be required for training or special projects

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees