System Support Analyst I (night shift Sun-Thu)

About Intelerad

Role overview

Responsibilities

• Support customers by phone and portal, monitor client sites, resolve cases promptly, and manage customer expectations.
• Troubleshoot software applications, Windows operating systems, SQL Server databases, and related technologies to restore service and reduce downtime.
• Document incidents and problems in ServiceNow to support knowledge sharing and ongoing improvement.
• Install and configure InteleShare software, edit configuration files, and support customer deployments.
• Prioritize work according to SLAs, escalate incidents beyond current skills, and meet support specifications.
• Publish knowledge base articles, participate in knowledge sharing, and support operational improvement projects.

Schedule

• Night shift Sunday through Thursday, USA time; equivalent stated schedule is Monday through Friday, 8 a.m.–5 p.m. AEDT.

Qualifications

• At least 2 years of Windows administration and technical customer support experience.
• Excellent knowledge of Windows operating systems for servers and workstations.
• Customer service excellence, strong client-facing skills, and English verbal and written communication skills.
• Strong problem-solving and analytical abilities, attention to detail, and ability to work under pressure.
• Ability to work remotely using secure connections, phone, and remote desktop-sharing tools.

Preferred qualifications

• SQL database query experience and Mac OS knowledge are preferred.
• SaaS or cloud experience and medical or research environment experience are preferred.
• Familiarity with DICOM, HL7, HIPAA, Healthcare IT, medical imaging systems, PACS, or RIS is preferred.

Compensation

• The stated base pay is $33–$35 per hour.