System Support Specialist ; Windows

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 System Support Specialist I provides critical technical expertise for our healthcare IT solutions, specializing in Radiology Information Systems (RIS), Picture Archiving and Communication Systems (PACS), and medical imaging technologies. This role involves deep investigation and troubleshooting of technical issues, ensures optimal system performance and uptime for hospitals, clinics, and imaging centers by delivering expert troubleshooting, maintaining healthcare interoperability standards, and partnering with radiologists, technologists, and IT teams to resolve complex technical challenges while minimizing impact on patient care.

The System Support Specialist will be primarily responsible for providing support for our Intele Orchestrator products, which assist healthcare organizations by orchestrating, managing, and monitoring complex imaging and reporting workflows across clinical environments. The role will involve diagnosing technical issues, working closely with internal teams and clients, and ensuring timely resolution to minimize service impact.

• Technical Support & System Optimization:
  Provide advanced troubleshooting and resolution for Radiology IT systems including RIS, PACS, and Vendor Neutral Archives (VNA), ensuring minimal system downtime and maintained service level agreements. Partner with clinical and IT stakeholders to optimize system workflows and address technical challenges that impact patient care delivery.
• Healthcare Interoperability & Integration:
  Maintain and troubleshoot DICOM, HL7, and other healthcare interoperability standards to ensure seamless integration between medical imaging systems. Support disaster recovery planning and backup solutions for critical radiology IT environments while ensuring compliance with privacy regulations for sensitive patient data.
• Documentation & Knowledge Management:
  Create and maintain comprehensive technical documentation to support customer product use and system maintenance. Document all troubleshooting activities and resolutions in ticketing systems to build organizational knowledge resources and enable efficient issue resolution across the support team.

• 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 Service Cloud, Zen Desk, or Service Now
• 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
• Adherence to quality and regulatory compliance…