System Support Specialist I - Medical Imaging (PACS)

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.

Purpose
Intelerad is a leading global provider of enterprise imaging solutions. Our team which includes personnel in the United States, Canada, India, the United Kingdom and Australia are united in our mission to advance the future of medical imaging with a unified architecture that connects physicians and clinical staff across departments and borders.

We are seeking a System Support Specialist(I) who will play a critical role as part of our Healthcare IT team, with the expertise to support radiology systems and applications. The ideal candidate brings experience working with Picture Archiving and Communication Systems (PACS), Radiology Information Systems (RIS), and Electronic Health Records (EHR). This role involves troubleshooting, performing system maintenance, and collaborating closely with radiologists, IT teams, and clinical staff to ensure seamless and reliable system functionality.

Responsibilities

• Provide technical support and troubleshooting for radiology systems, including PACS, RIS, and EHR.
• Monitor system performance and ensure uptime for radiology applications.
• Collaborate with radiology and IT teams to optimize workflow and system efficiency.
• Respond to and resolve user-reported issues in a timely manner.
• Diagnose and troubleshoot technical issues while maintaining clear and professional communication with customers.
• Work with vendors and third-party support teams for advanced troubleshooting and system enhancements.
• Utilize internal knowledge resources to effectively resolve technical challenges.
• Collaborate with team members and cross-functional departments on complex issues.
• Document system issues, resolutions, and updates in an organized manner.
• Develop and update technical documentation to support customers in product use and maintenance.
• Support DICOM, HL7, and other healthcare interoperability standards to maintain seamless integration between systems.
• Participate in an on-call rotation, providing support outside of normal business hours, including overtime, holidays, and weekends as required.
• Maintain HIPAA compliance and ensure data security within healthcare IT environments.
• Adhere to quality and regulatory compliance standards, including U.S. FDA medical device regulations, ISO 13485 requirements, and other applicable laws.

Employment Prerequisites

• Bachelor’s degree in computer engineering, Information Technology, Healthcare Informatics, or a related field (or equivalent experience).
• 2+ years of experience in healthcare IT support, preferably in a radiology setting.
• Excellent problem-solving and communication skills.
• Ability to work both independently and as part of a team in a fast-paced healthcare environment.
• Experience with ticketing systems such as Salesforce ServiceCloud, ZenDesk, or ServiceNow (ServiceNow preferred).
• Strong knowledge of PACS, RIS, DICOM, and HL7 standards.
• Proficiency in Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), networking, SQL Server, and/or Oracle.
• Understanding of medical informatics architecture, including VMware and storage solutions.
• Experience troubleshooting Windows and Linux-based systems.
• Experience with PostgreSQL.

Desired Competencies

• Industry certifications in relevant technical domains (e.g., Microsoft, VMware, Cisco) preferred.
• Red Hat Certified System Administrator (RHCSA) certification preferred.
• Experience in scripting or automation for system administration (PowerShell, Bash, Python).
• Knowledge of cloud-based medical imaging solutions and telemedicine technologies.
• Fluency in multiple languages (French a bonus).

This job description may not be inclusive of all assigned duties and the scope of the job may change as necessitated by business demands.

All your information will be kept confidential according to EEO guidelines.

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

#LI-REMOTE

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