• Deliver advanced on-site support including installation, implementation, optimization, maintenance and repair of gas chromatography systems • Troubleshoot and resolve complex system, method, hardware and software issues, often under time pressure • Act as a technical authority for customers, advising on best practices, preventive maintenance and system configurations • Proactively identify potential risks and performance limitations before they impact customer operations • Execute integrated system solutions involving hardware, software, networking and peripherals according to defined architectures • Serve as an internal escalation point for challenging technical cases and collaborate closely with Support, Sales, Marketing and R&D • Maintain accurate documentation and ensure full compliance with Agilent quality and regulatory standards • Share expertise by delivering technical training, workshops or mentoring for colleagues and customers • Support key or high-volume customers, including calibration and qualification activities when required

• Provide remote and on-site technical support for Philips Allura FD family and Philips Azurion family • 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 iResolve database. • 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 Philips 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).

• Provide **L1, L2, L3 support (depending on skillset)** for users accessing systems via **Azure Virtual Desktop (AVD)** • Troubleshoot **login issues, session disconnects, performance problems, and application access** • Support **local laptops** used primarily for AVD connectivity • Support **AVD environments**, including: - Session hosts and host pools - Golden image updates (following runbooks) - Software distribution to AVD hosts • Support user access and devices via: - **Active Directory (AD)** - **Microsoft Entra ID (Azure AD)** - **Intune** • Provide operational support for: - **PrinterLogic** - **Mimecast** - **Zscaler** • Perform **daily checks**, follow **change processes**, and **escalate issues** when required • Role Level & Growth Path**This role may be filled at different levels depending on experience. Some team members will focus on **ticket resolution**, while others may take on **deeper troubleshooting, escalation support, or coordination responsibilities**. Role level and scope will be discussed during the interview process.

• The primary responsibility of the Applications Support Analyst (ASA-I) is liaison between the business and technical resources by ensuring the availability of applications for internal and external users. • Fulfill service requests and identify and coordinate incidents through resolution. • Coordinate customer communications. • Receive, assess, route and categorize customer reported issues and requests using DCI's ticketing and issue management tools. • Troubleshoot and resolve customer issues. • Coordinate efforts with appropriate assignees when needed. • Track and manage issues and requests through resolution. • Test and replicate defects reported. Test and confirm resolution. • Communicate issue progress, workarounds, resolution and other follow-up activities with customers. • Provide data and reporting to DCI team members upon request. • Participate in cross functional meetings for open issues; assist in prioritization as it relates to severity and impact of issues. • Identify opportunities for system and process improvements. • Assist in process development and enhancement in accordance with ITIL best practices. • Participate in creation and maintenance of systems and technical documentation. • ALL DCI employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and act accordingly.