System Support Analyst (Windows/SQL/HL7)

About the Role

The role requires a strong technical background, excellent communication skills, and the ability to work in a fast-paced environment. You will be working closely with the Sales, Product, Engineering, and Technical Operations teams to identify product defects, design solutions, and ensure seamless customer experiences. Your contributions to knowledge management will also be crucial in developing and maintaining technical documentation, knowledge base articles, and online community resources.

What You Will Do

• Resolve complex technical issues with Intelerad's medical imaging applications and their integration into diverse healthcare environments
• Deliver exceptional customer support through multiple channels, including phone, email, and other designated channels
• Manage customer relationships, documenting all interactions, solutions, and outcomes in the case management system
• Collaborate with cross-functional teams to identify product defects, design solutions, and conduct testing
• Contribute to knowledge management by developing and maintaining technical documentation, knowledge base articles, and online community resources
• Own customer cases from initiation to resolution, proactively updating customers throughout the resolution process
• Participate in holiday and on-call rotation as part of a 24x7x365 support organization
• Develop and maintain technical expertise in Windows, SQL, and HL7, staying up-to-date with industry trends and advancements
• Provide technical training and support to customers, either remotely or on-site
• Analyze and troubleshoot issues with network and web protocols, firewalls, proxies, and web servers
• Work with ticketing systems such as ServiceNow, Salesforce ServiceCloud, or ZenDesk to manage customer cases

What We Are Looking For

• Bachelor's degree in Computer Science or a related field, or equivalent work experience
• 3+ years of technical support experience with demonstrated progression in responsibility
• Experience with Windows operating systems (desktop and server environments)
• Familiarity 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
• Working knowledge of DICOM, HL7, and healthcare interoperability standards
• Experience with ticketing systems such as ServiceNow, Salesforce ServiceCloud, or ZenDesk
• Excellent verbal and written communication skills, with the ability to explain technical concepts to diverse audiences
• Highly organized, detail-oriented, and capable of thriving in a fast-paced environment
• Ability to make independent decisions based on technical data and product knowledge

Nice to Have

• Experience implementing and supporting Radiology Information Systems (RIS), Picture Archiving and Communications Systems (PACS), or Diagnostic Imaging Workflow Management solutions
• Industry certifications in relevant technical domains (Microsoft, SQL)
• Familiarity with AWS cloud services
• Healthcare software experience, particularly in medical imaging environments
• Strong technical aptitude, with the ability to quickly learn new technologies and applications

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a leading healthcare technology company
• Collaborative and dynamic work environment
• Professional development and training opportunities
• Flexible working hours and remote work options
• Access to cutting-edge technology and tools
• Comprehensive health insurance and retirement plans
• Generous paid time off and holidays
• Employee recognition and reward programs
• Opportunity to work with a talented team of professionals who are passionate about healthcare technology

• Be prepared to showcase your technical expertise in Windows, SQL, and HL7, and explain how you've applied these skills in previous roles.
• Highlight your experience with customer support software, such as ServiceNow or Salesforce ServiceCloud, and your ability to manage complex customer cases.
• Emphasize your strong communication skills, both written and verbal, and provide examples of how you've effectively communicated technical concepts to diverse audiences.
• Consider creating a portfolio or examples of your work, such as technical documentation or knowledge base articles, to demonstrate your skills and experience.
• Be prepared to discuss your experience with healthcare technology and medical imaging applications, and how you stay up-to-date with industry trends and advancements.
• Research the company culture and values, and be prepared to discuss how you align with them and how you can contribute to the team's success.
• Don't be afraid to ask questions during the interview process, such as what a typical day looks like in the role or what opportunities there are for professional development and growth.