The System Support Analyst I provides advanced technical assistance for Intelerad 's medical imaging applications to customers across healthcare organizations. This role focuses on in-depth problem analysis, complex technical troubleshooting, and delivering exceptional customer support through multiple channels. The System Support Analyst I serves as a subject matter expert who ensures customer success through technical expertise, proactive communication, and collaborative problem-solving that directly impacts patient care delivery.
Key Responsibilities
- Resolve Complex Technical Issues: Apply advanced technical expertise to analyze, troubleshoot, and resolve complex customer issues with Intelerad 's medical imaging applications and their integration into diverse healthcare environments
- Deliver Exceptional Customer Support: Respond to customer inquiries via phone, email, and other channels within designated SLA timeframes, consistently exceeding customer expectations through outstanding service delivery and technical solutions
- Manage Customer Relationships: Own customer cases from initiation to resolution, documenting all interactions, solutions, and outcomes in the case management system while proactively updating customers throughout the resolution process
- Collaborate Across Teams: Partner effectively with Sales, Product, Engineering, and Technical Operations teams to identify product defects, design solutions, conduct testing, and ensure seamless customer experiences
- Contribute to Knowledge Management: Actively develop and maintain technical documentation, knowledge base articles, and online community resources that enhance support capabilities and customer self-service options
Qualifications & Experience
- Bachelor's degree in Computer Science or 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 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.
- Ability to obtain US security clearance (US citizenship required)
Preferred Qualifications & Special