Application Support Analyst
Intelerad Medical Systems
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.
Job Description
Job Summary:
The Application Support Analyst is responsible for providing technical support and guidance to our clients
by answering their requests & addressing incidents regarding both server-side and client-side
applications, by delivering advanced technical and troubleshooting skills, communication abilities,
problem solving orientation, and computer proficiency on a day-to-day basis.
Supervisory Responsibilities:
● None
Duties/Responsibilities:
● Ensure that all service level agreements (SLAs) are met and delivered according to Support
specifications
● Log and document all incidents within a ticketing system and problems within ServiceNow
● Analyze, diagnose root causes, known errors and resolve challenging issues relating to software
applications, Windows OS, SQL Server databases and other related technologies
● Refer incidents to other parties when an incident is beyond your current skill-set
● Proactively monitor, document and fix problems or anomalies found at our clients’ installations
● Manage and exceed customers’ expectation by providing excellent service
● Ensure that all service level agreements (SLAs) are met and delivered according to Support
specifications
● Versatility to rotation shift & pager scheduling
● Participate in sharing knowledge and publishing Knowledge article
Qualifications
Required Experience/Skills:
● Degree in Computer Science or equivalent
● 2 years of work experience in Windows administration and technical customer support and/or a
tertiary degree in a computer related field
● Knowledge of Microsoft Windows operating systems for Servers and Workstations
● Excellent communication skills in English and French (verbal and written)
● Experience running queries in Microsoft SQL Server
● Knowledge of Linux
● Remote troubleshooting (ssh, VPN tunnels)
● Experience in a medical and/or research environment
● Highly motivated and customer focused
● Excellent professional communication skills (verbal, and written)
● Team oriented
● Attention to detail
● Strong problem-solving skills
● Remote server hardware diagnosis
● MS SQL Administration
This job description may not be inclusive of all assigned duties and the scope of the job may change as
necessitated by business demands
Additional Information
All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.
Meet Intelerad’s Leadership Team: https://www.intelerad.com/en/about/leadership-team/
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