• Deliver intermediate-level technical support for end-user hardware and software. • Diagnose and troubleshoot a wider range of technical issues. • Assist in the deployment and configuration of new hardware and software. • Mentor and guide IT End User Technologist I team members.

• Support Radiant (Radiology) and Cupid (Cardiology) Epic applications. • Gather, analyze, design, develop, modify, test, implement, evaluate, and maintain clinical information technologies to support clinical practice. • Use data to support clinical decision-making and identify desired outcomes. • Able to research, analyze and make recommendations for application workflow improvements and create and analyze reports created using multiple reporting mechanisms. • Utilize Tier Two/high level of customer service while promoting and participating in the team approach. • Possess strong problem solving and critical thinking skills, as well as excellent time management and prioritization skills. • Training presentation techniques and skills. • Proficient verbal and written communication skills and efficient use of Microsoft Office software. • A positive attitude and superior customer service skills. • Skill level needed to become proficient in Sanford assigned applications as well as a basic knowledge of other Sanford applications. • Demonstrate basic knowledge and support of Information Technology Infrastructure Library (ITIL) philosophies in daily work. • Skillful in adapting to change. Adjusts to new or changing assignments, processes, and people. • Identifies and considers alternative approaches to situations or problems. • A willingness to maintain active knowledge in area of specialty in order to maintain current clinical practice and end user perspectives.

• The Application Support Analyst provides first line and mid-tier support for the Technology Services help desk. • This role focuses on triage, issue remediation, incremental improvements, delivering standard and ad hoc reporting, storefront product and site updates, and other routine tasks that keep applications and workflows running smoothly. • Serve as the first point of contact for support tickets across multiple help desk systems. • Perform triage, gather details, classify issues, and resolve small or well-defined defects. • Identify recurring issues and patterns, recommending and implementing corrective actions where appropriate. • Handle system notifications/alerts and route appropriately. • Perform storefront product and site updates including pricing, content, catalogs, and configuration changes. • Manage scheduled and ad hoc SQL based reports and validate data accuracy.

• Provide accurate documentation on all maintenance and repair events. • Verify that all repair and maintenance work is necessary and performed at a competitive price. • When applicable, negotiate repair costs on behalf of the customer. Document all cost savings, including identification of recommended repairs that are not needed. • Ensure appropriate preventative maintenance schedule is followed. • Ensure agreed to charges for services work performed is aligned with the final amount charged. • Assist with the development of processes and tools to streamline delivery of maintenance management services to our customers.