• Support the delivery, operation, and ongoing stability of Power Platform solutions for both clients and internal teams • Focus on supporting developers, managing environments, assisting with deployments, and resolving issues across live and pre-production systems • Work closely with Power Platform Developers to ensure solutions are deployed, configured, supported, and maintained effectively across Dev, Test, UAT, and multiple Production client environments • Practice Gateway Support: Support live environments and releases for Practice Gateway, assist with deployments, upgrades, and hotfixes, investigate and resolve incidents and user-reported issues, support developers by validating changes and monitoring solution health • Client Project Support: Support the delivery and operation of client solutions, including Practice Gateway implementations, Power BI reports, Power Platform and RPA-based solutions, assist with environment setup, configuration, deployment, and post-go-live support • Internal Improvements: Support and improve internal systems and data platforms, maintain environments, security, and access controls, reduce operational issues through improved monitoring and support processes

• Learn functionality of tools and systems offered by PickTrace to optimize customer experience and maximize value. • Work in a fast-paced environment that requires adherence to assigned schedules. • Collaborate cross-functionally to continuously improve our product & customer experience inline with customer needs. • Ask questions to detect pain points by observing our clients’ interactions with our product, and document learnings and feedback from clients. • Share detailed findings cross-functionally to clearly convey the voice of the customer (VoC) and collaborate to provide fast solutions. • Deliver a best-in-class customer experience by managing and addressing a stream of phone, email, and chat inquiries to patiently guide our clients through the process of achieving their goals with PickTrace software. • Create training materials and documentation to conduct training about our PickTrace product suite to drive effective adoption and best practice utilization of our solutions. • Build relationships with our clients to establish yourself as a trusted point of contact for questions, concerns, and feedback in regards to our solutions. • Seek continuous improvement from manager and coworkers regarding customer service processes to find strategies that ensure high levels of customer satisfaction.

• Serve as the primary PACS technical support resource for customer healthcare IT projects. • Provide second-level support for PACS/RIS and healthcare IT systems, troubleshooting and resolving escalated technical issues. • Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner. • Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution. • Collaborate with IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues. • Monitor and triage support queues, assigning tickets to the appropriate product or functional teams. • Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system. • Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts. • Ensure compliance with healthcare regulatory standards and internal IT policies. • Support and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance. • Deliver product and service training to administrators, service-level users, and customers as needed. • Perform DeepHealth RIS/PACS system updates, upgrades, and maintenance activities. • Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions. • Integrate and support solutions within public cloud environments and DeepHealth platforms. • Design, implement, document, and support technical solutions that meet customer and organizational requirements. • Work cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success. • Educate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency. • Identify opportunities to improve customer experience and contribute to ongoing operational and service enhancements.

• Provide prompt, courteous, and technically sound support to internal users; triage, investigate, and resolve complex issues across endpoints, identity/access, networks, and core business applications; document root cause and prevention. • Read system/auth/network logs and use the CLI to diagnose issues; run basic HTTP/DNS/network checks to isolate faults. • Own hardware/software troubleshooting and serve as an escalation point for the service desk. • Create and maintain SOPs/runbooks and knowledge articles that reduce time to resolution and re-opens. • Track and report support KPIs (e.g., time to first response, MTTR, re-open rate, SLA attainment) and recommend process improvements. • Maintain accurate tickets, change records, and asset details so work is reviewable and audit-ready (privacy/security aware). • Contribute to endpoint hygiene (patching coordination, baseline configuration checks) with platform owners. • Provide training and guidance to users on secure and effective technology usage. • Perform other duties as assigned.