• Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support. • Monitors system updates to remain aware of common problems users are experiencing. • Actively listens to and builds rapport with end users to elicit problem details. • Performs software installations for customers. • Documents, reviews and ensures that all quality and change control standards are met. • Applies diagnostic utilities to aid in troubleshooting. • Tests fixes prior to closing tickets to ensure problems have been adequately resolved. • Interacts and builds relationships with site leadership where applicable. • Documents all pertinent end user identification information including nature of problem. • Records, tracks, and documents the problem-solving process for each ticket. • Participates in formal and informal training sessions to gain new skills and knowledge. • Collaborates with other team members to share and exchange information.

• Provide hands-on technical support for hardware, software, and network issues, including imaging workstations and VPN troubleshooting • Setup, configure, and maintain computers, peripherals, and network devices to meet Radiology Partners standards • Troubleshoot, escalate, and coordinate complex IT issues with internal teams, including system upgrades and network installations • Maintain detailed records of technical issues, solutions, and customer feedback via ServiceNow; manage user access, incidents, and planned/unplanned downtimes • Provide end-user training, on-call support, and perform routine maintenance to prevent future issues; up to 25% travel required.

• Serve as the primary development escalation point for internal IT support teams, diagnosing and resolving complex issues across internally developed clinical applications. • Identify, investigate, document, and drive resolution of software defects and enhancement requests in collaboration with Product, QA, and Development teams. • Support cloud-based application deployments and rollouts in hybrid environments, working closely with IT and DevOps using AWS and CI/CD tooling. • Troubleshoot production issues using systematic diagnostic techniques, leveraging monitoring, logging, and alerting platforms to proactively identify risks. • Utilize tools such as GitHub, ArgoCD, AWS services (EKS, EC2, CodePipeline, Databricks), and relational/NoSQL databases to support software operations. • Create and maintain automation scripts and deployment configurations using YAML, Bash, and Python to improve reliability and efficiency. • Train and onboard IT support staff, while maintaining comprehensive technical documentation in Jira, Confluence, and ServiceNow to ensure knowledge sharing and operational transparency.

• Serve as the primary development escalation point for internal IT support teams, diagnosing and resolving complex issues across internally developed clinical applications. • Identify, investigate, document, and drive resolution of software defects and enhancement requests in collaboration with Product, QA, and Development teams. • Support cloud-based application deployments and rollouts in hybrid environments, working closely with IT and DevOps using AWS and CI/CD tooling. • Troubleshoot production issues using systematic diagnostic techniques, leveraging monitoring, logging, and alerting platforms to proactively identify risks. • Utilize tools such as GitHub, ArgoCD, AWS services (EKS, EC2, CodePipeline, Databricks), and relational/NoSQL databases to support software operations. • Create and maintain automation scripts and deployment configurations using YAML, Bash, and Python to improve reliability and efficiency. • Train and onboard IT support staff, while maintaining comprehensive technical documentation in Jira, Confluence, and ServiceNow to ensure knowledge sharing and operational transparency.