Application Support Analyst

  • Raleigh, NC, USA
  • Full-time

Company Description

Over the last 20 years, Intelerad has grown into a leader of the medical imaging software industry. Our distributed solutions play a vital role in the delivery of healthcare across 11 time zones and 3 continents.  We take pride in being a world-class healthcare solutions company with more than 400 employees and over 1,000 customer sites.  Our workplaces encourage growth and professional development.

We are Intelerad.  Join us if you want to be the best version of yourself and make a difference in healthcare.

Job Description

The Intelerad Technical Support center is responsible for providing 24/7 support to our global customer base. Our clients are mission-critical healthcare organizations, including hospitals, imaging centers & clinics, and reading & teleradiology groups. Our customers count on us to help solve their most complex problems. Our commitment to ensure consistency and continuity in delivering critical care services has shaped our company’s culture from the very beginning. We have a proven track record of being there when our clients need us, and for being proactive.

As an Application Support Analyst (L1), you will provide 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.

Respond to client problems (phone/portal) and actively monitor client sites:

  • 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

  • Analyse, 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 articles 

Training – a combination of in-house, external, and self-taught training is required. Our current requirements are the following:

  • Front-End Applications - Clario WL, InteleBrowser, InteleViewer, InteleConnect, EV, Peer Review, Smart Worklist, Digisonics, Lumedx and other Intelerad software modules: Thorough understanding of all applications

  • IntelePACS software – Good understanding of the basics (back end services)

Participate in any project deemed necessary by the organization.

Qualifications

Prerequisites

  • 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

  • Experience running queries in Microsoft SQL Server - an asset

  • Knowledge of Linux - an asset

  • Remote troubleshooting (ssh, VPN tunnels) - an asset

  • Experience in a medical and/or research environment - an asset

Desired Competencies

  • Highly motivated and customer focused

  • Excellent professional communication skills (verbal, and written)

  • Team oriented

  • Attention to detail

  • Strong problem solving skills

  • Enjoys flexible working hours

  • Remote server hardware diagnosis, an asset

  • MS SQL Administration, an asset

Additional Information

All applicants meeting minimum qualifications will be required to complete a 30 minutes online assessment as part of your candidate application

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