System Support Analyst I (Windows)

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.

The System Support Analyst provides critical technical expertise for our healthcare IT solutions, Picture Archiving and Communication Systems (PACS), and related medical imaging software. This role investigates and troubleshoots application configuration, functionality, and workflow issues, ensuring optimal software performance for hospitals, clinics, and imaging centers by delivering expert application-level support, maintaining healthcare interoperability standards at the data/message level, and partnering with radiologists, technologists, and IT teams to resolve complex application challenges while minimizing impact on patient care. 

Specifically, the System Support Analyst will be primarily responsible for supporting our reporting application products at the application level, troubleshooting and configuring the software that provides the tools for doctors to report on radiology studies across clinical environments. The role involves diagnosing application and workflow issues, working closely with internal teams and clients, and ensuring timely resolution to minimize service impact. 

Key Responsibilities 

The Customer Support Analyst is accountable for delivering expert technical support and ensuring optimal system performance through the following priorities: 

• Application Support & Workflow Optimization: Provide advanced troubleshooting and resolution for PACS and InteleOrchestrator applications, configuration errors, workflow logic, rules engines, worklist behavior, and user-facing functionality ensuring minimal disruption and maintained SLAs. Partner with clinical and IT stakeholders to optimize application workflows and configurations that affect patient care delivery. 

• Healthcare Interoperability & Integration: Gain an understanding of DICOM and HL7 and their role in diagnostic imaging, and how they are used in radiology workflows 

• Documentation & Knowledge Management: Create and maintain technical documentation covering application configuration, workflow setup, and known-issue resolutions. Log all troubleshooting activities in ticketing systems to build organizational knowledge and enable efficient issue resolution across the support team. 

Qualifications & Experience 

• Bachelor's degree in Computer Engineering or related field, or equivalent experience 

• 3+ years of experience in Healthcare IT, preferably supporting radiology systems (PACS, RIS, or medical imaging solutions) 

• Strong knowledge of medical imaging workflows and healthcare IT architecture 

• Experience with ticketing systems such as Salesforce ServiceCloud, ZenDesk, or ServiceNow 

• Proficiency with Windows Server environments (2012, 2016, 2019, 2022+), networking fundamentals, and database systems (SQL Server and/or Oracle) 

• Working knowledge of DICOM, HL7, and healthcare interoperability standards 

• Excellent analytical and troubleshooting skills with ability to diagnose complex technical issues 

• Strong communication skills with ability to interact effectively with both technical and clinical personnel 

• Ability to work independently and manage multiple priorities in a fast-paced healthcare environment 

• Experience using Linux commands and reading/interpreting log files for troubleshooting purposes. 

• Experience troubleshooting application installation and performance issues on both Windows and Mac operating systems. 

Preferred Qualifications 

• Industry certifications in relevant technical domains (Microsoft, VMware, Cisco) 

• Understanding of medical informatics architecture including VMware and storage solutions 

• Working knowledge of Linux architecture and PostgreSQL 

• Experience with scripting or automation for system administration (PowerShell, Bash, Python) 

• Knowledge of cloud-based medical imaging solutions and telemedicine technologies 

• Understanding cybersecurity best practices and HIPAA compliance 

Special Requirements 

• This role is primarily rostered Monday to Friday, supporting our morning shift from 7:30am to 4:00pm. To meet operational and business requirements, the successful candidate may occasionally be required to work alternative shifts. 

This job description is not a comprehensive list of tasks or requirements and Intelerad reserves the right to change it at any time.  

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

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