Senior Systems Support Specialist

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 Asia/Oceania in the 2021 Best in KLAS:
Global Software (Non-US) report.

The Senior System Support Specialist is a critical part of our Healthcare IT team, specializing in Radiology Information Systems (RIS), Picture Archiving and Communication Systems (PACS), and other medical imaging solutions. The ideal candidate will provide technical support and troubleshooting for radiology IT systems in hospitals, clinics, and imaging centers. This role involves working closely with radiologists, IT teams, and vendors to ensure optimal system performance, uptime, and compliance with healthcare regulations.

• 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.

• Employment Prerequisites
  • Bachelor's degree in computer engineering or a related field, or equivalent experience.
  • 3 years of experience in Healthcare IT, preferably in 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 Service Cloud, Zen Desk, or Service Now (Service Now preferred).
  • Strong knowledge of PACS, RIS, VNA, and medical imaging workflows.
  • Experience with DICOM, HL7, IHE, and other healthcare interoperability standards.
  • Proficiency in Windows OS (Microsoft Server 2012, 2016, 2019, 2022), networking, SQL Server, and/or Oracle.
  • Understanding of medical informatics architecture, including VMware and storage solutions.
  • Working knowledge of Linux architecture.
  • Experience with Postgre
    
    SQL.
  • Unde…