System Support Analyst I

Role Overview
The System Support Analyst serves as the primary technical resource for InteleShare customers, ranging from major hospital networks to small radiology facilities. This remote position operates on a night shift schedule providing real-time technical support through substantial phone interaction and direct customer engagement. The role ensures InteleShare software is properly configured and operating effectively at all times, delivering timely resolution of technical issues while maintaining exceptional service levels and customer satisfaction.
Key Responsibilities: The Customer Support Analyst is accountable for delivering expert technical support and ensuring optimal system performance through the following priorities:
Provide responsive technical support by addressing customer problems via phone and portal, actively monitoring client sites, and resolving cases in a timely manner while managing and exceeding customer expectations through excellent service delivery.
Diagnose and resolve complex technical issues by analyzing root causes and troubleshooting challenging problems relating to software applications, Windows operating systems, SQL Server databases, and related technologies to restore system functionality and minimize downtime.
Maintain comprehensive documentation by logging all incidents and problems within ServiceNow ticketing system, ensuring accurate records that support knowledge sharing and continuous improvement of support operations.
Configure and deploy software solutions by installing and configuring InteleShare software to assist in customer deployments, editing configuration files, and ensuring systems meet customer operational requirements.
Ensure service level compliance by prioritizing work based on service level agreements (SLAs), escalating incidents beyond current skill set to appropriate teams, and consistently meeting or exceeding Support specifications.
Contribute to knowledge management by participating in knowledge sharing activities, publishing Knowledge Base articles, and supporting ad hoc projects to improve InteleShare support operations
The hours for this role are Monday-Friday first shift (starting workday around 8am AEDT)
Qualifications & Experience
2+ years of experience in Windows administration and technical customer support
Excellent knowledge of Microsoft Windows operating systems for both servers and workstations
Demonstrated customer service excellence with strong client-facing skills
Excellent verbal and written communication skills in English or equivalent
Strong problem-solving and analytical abilities with high attention to problem description, detail, and impact
Proven ability to work effectively under pressure in a client-facing environment
Ability to work remotely using secure connections, phone, and remote desktop-sharing tools
Preferred Qualifications & Special Requirements
Experience running queries in SQL databases
Excellent knowledge of Mac OS
Experience with SaaS or cloud environments
Experience in medical or research environments, including familiarity with DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging systems, PACS (Picture Archiving and Communication System), or RIS (Radiology Information System)
Travel Requirements • N/A
This job description is not a comprehensive list of tasks or requirements and Intelerad reserves the right to change it at any time.

Employment type
Full-time

Work arrangement
Hybrid