Provides excellent customer service to all levels of employees including customers, peers, and leadership Participates and engages in team meetings, team building activities, and other opportunities to strengthen the department Leads by example Acts as backup for certain departmental leadership functions Communicates in a professional, positive and timely manner in person, on the phone, and via electronic means Represents the department and company in a positive and professional manner Participates in the evaluation and estimation of routine work requests and minor projects Participates in the orientation of new team members Adheres to all Optum/UGH, Northern Light Health and departmental policies and procedures Creates, follows, maintains and updates as necessary documentation and checklists to ensure efficiency and consistency Uses advanced troubleshooting methodologies that provide efficient, effective resolution and minimize impact to the customer Maintains detailed and accurate records in workload management, asset management and administrative applications Adheres to deadlines Actively maintains education and cross-training on all departmental areas of expertise Maintains required certifications and prepares and leads training for staff within the department Leads small inter- and intra-departmental committees and groups as requested by supervisor Assists management in identifying opportunities for process improvement within the department Assists customers with understanding total cost of ownership issues related to hardware and software Works conscientiously to minimize cost and time requirements in all areas of departmental responsibility