The System Support Specialist I is an integral member of the Client Support team, responsible for delivering reliable, responsive technical support for Intelerad 's radiology IT systems deployed across hospitals, clinics, and imaging centers. This role requires solid foundational knowledge of Radiology Information Systems (RIS), Picture Archiving and Communication Systems (PACS), and medical imaging workflows. Working closely with radiologists, technologists, and IT teams, the System Support Specialist I diagnoses and resolves technical issues that directly impact patient care delivery — helping to minimize system downtime and keep clinical workflows running efficiently.
Key Responsibilities
- Deliver technical support and troubleshooting for radiology IT systems including RIS, PACS, and Vendor Neutral Archives (VNA), ensuring system availability and performance that supports uninterrupted patient care delivery.
- Collaborate with clinical and IT stakeholders — including radiologists and technologists — to diagnose system issues, streamline workflows, and implement solutions that improve operational efficiency and the end-user experience.
- Support healthcare interoperability standards including DICOM, HL7, and IHE to maintain seamless integration between imaging systems and electronic health records.
- Accurately document all troubleshooting activities, resolutions, and technical procedures, contributing to a shared knowledge base that drives continuous improvement and team effectiveness.
- Participate in on-call rotation to provide support outside standard business hours, including evenings, weekends, and holidays as required, ensuring 24/7 availability for critical healthcare operations.
Qualifications & Experience
- Bachelor's degree in Computer Engineering, Information Technology, or a related field, or equivalent experience.
- Minimum 1–2 years of experience in Healthcare IT, with exposure to radiology systems support or a closely related technical discipline. • Working knowledge of PACS, RIS, VNA, and medical imaging workflows.
- Familiarity with DICOM, HL7, IHE, and healthcare interoperability standards.
- Experience with Windows Server environments (2012, 2016, 2019, 2022+), networking fundamentals, and SQL Server or Oracle databases.
- Experience with ticketing systems such as Salesforce ServiceCloud, ZenDesk, or ServiceNow.
- Strong analytical and problem-solving skills with ability to diagnose technical issues efficiently and escalate appropriately.
- Clear, professional communication skills with the ability to engage effectively with both technical and clinical personnel.
- Ability to manage multiple priorities in a fast-paced healthcare environment, working both independently and collaboratively.
- Understanding of cybersecurity best practices and HIPAA compliance requirements.