Application Support Analyst

Summary

Join Intelerad as an Application Support Analyst and provide technical support and guidance to clients, addressing incidents related to server-side and client-side applications. You will utilize advanced technical and troubleshooting skills, strong communication, and problem-solving abilities. Responsibilities include ensuring service level agreements are met, logging incidents, analyzing and resolving issues, referring complex problems, proactively monitoring client installations, and exceeding customer expectations. The role requires a Bachelor's degree in Computer Science or a related field, along with specific technical skills and experience. Additional preferred qualifications include knowledge of HL7 and PACS, MS SQL administration, and bilingualism in French. Intelerad offers a competitive salary and a comprehensive benefits package.

Requirements

• 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

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)

Preferred Qualifications

• 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

Benefits

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