• Provide first-level technical support for hardware and software problems, (Microsoft Office, VPN, Active Directory, customer specific software applications, laptops, desktops, printers, VOIP telephony, etc.). • Support multiple clients • Identify and document customer issues clearly and accurately • Escalate unresolved tickets to appropriate internal teams as needed • Accurately assign ticket urgency and impact following ITIL best practices • Assist clinicians—including doctors, nurses, and therapists—with EHR usability • Deliver outstanding customer service through clear communication, patience, and empathy

• Equip students with the skills and knowledge needed to manage healthcare information and EHR systems effectively. • Provide hands-on training in EPIC, SQL, Tableau, and Crystal Reports. • Prepare students for real-world challenges in clinical data management, system implementation, and reporting. • Gain foundational knowledge to support healthcare IT systems, ensuring data accuracy, security, and compliance. • Prepare for the HIMSS CAHIMS certification, providing a strong pathway into health information technology and EHR specialist roles across healthcare settings.

• Responsible for generating specifications for and coordinating development and delivery of custom report requests • Ensuring clients are well versed on Jaspersoft functionality in time for conversion. • Co-leads projects and handles multiple reports conversion projects while also supporting requests from existing clients. • Supports quarterly report updates and documentation releases. • Works closely with the development team to ensure necessary information is gathered. • Maintains steady progress on client delivery. • Facilitates client meetings and ensures all client custom reports are delivered and tested successfully. • Manages client expectations effectively. • Responsible for learning, understanding, and practicing basic concepts of standard reports, Jaspersoft, filters, drag and drop requests, KeyStone work areas, and table dictionary. • Interacts with clients and internal resources with a high level of professionalism and diplomacy.

• Performs mid-level (journeyman) FOIA processing with minimal supervision. • Reviews and interprets FOIA requests, conducts or validates searches, applies exemptions, prepares releasable records. • Ensures responses meet statutory and VA requirements. • Provides technical accuracy, consistency, and support to junior staff. • Contributes to efficient workflow management and quality FOIA production.