• Serve as the primary point of contact for patients contacting support via phone and email regarding patient portal access, account issues, and related concerns. • Assist patients with portal registration, login troubleshooting, password resets, and account recovery in a clear, patient, and step-by-step manner. • Guide patients through portal navigation, helping them locate and use features relevant to their care including messaging, appointment access, and health record review. • Log, manage, and resolve patient support tickets accurately and in a timely manner using ConnectWise as the primary ticketing platform. • Adhere to all QA standards as defined by the PatientTech QA program, ensuring call handling and patient interaction quality remain consistently high. • Communicate clearly and professionally with patients across all support channels, adapting tone and language to the patient’s level of technical familiarity. • Participate in after-action reviews and ongoing process improvement initiatives to reduce repeat contacts and improve first-contact resolution rates.

• Provide first-line technical support for customers who experience computer hardware and software issues • Troubleshoot hardware and software problems • Build new computers and set up virtual machines • Configure Microsoft 365 GCC High and Azure Government tenants to ensure compliance with DoD and federal security requirements • Serve as a primary point of contact for troubleshooting and resolving hardware, software, and network issues across user systems and infrastructure • Build, rebuild, and configure laptops, desktops, and virtual machines to meet organizational and security requirements • Support physical network setup activities • Manage and maintain Office 365/Azure GCC High tenants • Handle patch management, system updates, and endpoint hardening within the GCC High environment • Provide remote and onsite technical support to end users • Monitor system performance and proactively identify and address potential issues • Collaborate with team members and stakeholders to resolve complex technical issues and implement process improvements

• Perform limited access inspections of gas or steam turbines and generators • Create inspection reports, time card submissions, and expense reconciliations • Stay updated on new technologies and test procedures • Work independently with minimal direction and supervision

• Provides technical support within and occasionally outside the immediate team • Provides technical support in network performance initiatives, outage resolution and works to identify day-to-day improvement opportunities • Identifies and shares potential process improvements and recommends them to Senior Technicians and / or management for consideration • Provides input on process improvements related to maintenance and repair activities • Assists in the creation of job aids, scopes of work, method / statement of procedure, and helpful tools working closely with a Senior Technician • Enrolls in and completes training requirements to stay current on existing and new systems and products, to grow skills, and to expand proficiency in company values and organizational requirements