• Manage the help desk and resolve technical issues efficiently. • Support remote team members across multiple systems and devices. • Onboard new employees: create accounts, configure devices, and coordinate equipment delivery. • Offboard departing employees: disable accounts, collect equipment, and update records. • Administer internal web applications, user accounts, Google Workspace, and VoIP. • Support and configure company-issued devices (MacBooks, iPhones, etc.). • Purchase, distribute, and maintain equipment and branded materials. • Track and update inventory. • Collaborate with the development team on testing and troubleshooting new features. • Create and maintain documentation, user guides, and training material. • Update and expand the company's knowledge base.

• Resolve complex issues across EDI workflows and Orderful API usage; explain technical concepts clearly to both developers and business users • Manage inbound requests within defined SLAs, ensuring high customer satisfaction • Identify repeat issues and patterns; partner with Product and Engineering to prioritize fixes and improve the overall developer experience • Create and maintain Knowledge Base articles to drive customer self-service and ticket deflection • Identify urgent platform issues and escalate with clear technical context and reproduction steps

• Provide remote and on-site technical support for Axiom Artis, Artis Zee, Artis Q, Artis Zeego, Pheno, and Icono. • Use successful, effective field experience and knowledge to provide technical support to FE’s, CST’s, and customers that may include both remote and onsite support. • Maintain up-to-date knowledge of modality products, service expertise, and tools to maintain “field advisor” status. • Utilize the GEHC escalation process as needed, working closely with local customer and CSO stakeholders to define and support implementation of corrective action plans to resolve customer issues in a timely manner. • Utilize “Gameplan” tool to drive service effectiveness. • Contribute knowledge articles to Problem Solution Database (PSDB). • Contribute to the improvement of productivity tools through idea generation, workout attendance, and small projects as required. • Support Material controls and Purchased Service cost reduction initiatives for the modality. • Within project engagement, act as a change agent/ field "advisor" in areas such as product serviceability and reliability, quality trend analysis, productivity program development and implementation, national modality program execution and new product introduction support. • Manage and support improvements in business processes that maximize competitiveness, enabling continued business growth. This may include leveraging remote service capabilities to improve remote troubleshooting and remote fix rates. • Coach and train FE's to ensure that technical and customer skills are up to date and meet the needs of the business. • Serves as subject matter expert (SME) for FE modality training; assist in development of new training course content and adjunct instructor at GE Healthcare Institute for Multi-Vendor Instructor-Led training courses for Siemens X-ray and Vascular training courses. • Identify field process improvements such as pre-PM work, PM cycle time, remote TTR work, field-based technical training to support use of remote diagnostic troubleshooting tools and processes in the field. • Identify field quality improvements to include hazardous/ non-hazardous complaints via Trackwise. • Travel to customer sites and support field coaching and mentoring, Field Based Training (FBT), and customer escalations (CSOs).

• Serve as a senior escalation point for complex technical incidents, leading advanced troubleshooting and resolution across multi-tenant client environments. • Receive, triage, and resolve inbound client incidents via phone, email, and ticketing systems during assigned second-shift coverage. • Perform advanced troubleshooting across desktop, server, network, and application environments, including VPN, VLAN, firewall, connectivity, identity, and access-related issues. • Own incidents end-to-end—from prioritization through resolution—ensuring clear communication, SLA adherence, and positive client outcomes. • Support and maintain enterprise systems including Microsoft 365, Active Directory, endpoint infrastructure, and line-of-business applications. • Coordinate and manage vendor and ISP escalations for outages, degraded performance, or platform-level issues. • Partner with Tier III and Platform teams on problem analysis, root cause investigations, and validation of long-term fixes. • Create and maintain technical documentation, knowledge base articles, and client-facing FAQs to improve resolution efficiency and consistency. • Act as a technical mentor and resource for Engineer I and II team members through live incident support and best-practice guidance. • Participate in after-hours maintenance windows or on-call rotation as required, working independently with minimal supervision and strong technical judgment.