Application Support Analyst (L1) - Linux

Company Description

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.

Job Description

At Intelerad, we’re redefining what’s possible in medical imaging. As a leading global provider of enterprise imaging solutions, our mission is to empower healthcare organizations to deliver exceptional care through innovation, agility, and collaboration. The Application Support Analyst is responsible for providing technical support and guidance to our clients by answering their requests & addressing incidents regarding both server-side and client-side applications. The Application Support Analyst will also deliver advanced technical and troubleshooting skills, communication abilities, problem solving orientation, and computer proficiency on a day-to-day basis.

Supervisory Responsibilities: • None

Responsibilities:

• 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
• Analyze, 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
• Participate in any project deemed necessary by the organization
• 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, and other Intelerad software modules: Thorough understanding of all applications
  • IntelePACS software – Good understanding of the basics (back-end services)

Qualifications

Required Experience/Skills:

• Bachelor’s degree in Computer Science, Engineering or equivalent
• Knowledge of Linux
• Knowledge of Microsoft Windows operating systems for Servers and Workstations
• Experience running queries in Microsoft SQL Server
• Remote troubleshooting (ssh, VPN tunnels)
• Experience in a medical and/or research environment
• Team oriented, Attention to detail, Strong problem-solving skills, Highly motivated and customer focused
• Remote server hardware diagnosis

Desired

• Knowledge of HL7 and PACS
• MS SQL Administration
• Bilingual in French
• 2+ years of work experience in Windows & Linux administration and technical customer support
• Advanced degree and/or certifications in a computer-related field like RHCSA, RHCE or similar training in RedHat / Linux

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

Additional Information

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.

The base pay for this position ranges from $50,000/year to $65,000/year within any geographic market in Canada. Pay may vary depending on job-related knowledge, skills, and experience. Intelerad is a total compensation company. Pay is dependent on the position offered. Bonus and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, retirement, PTO, and/or other benefits.

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