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DHMSM Tier 3 Support Analyst

Company: Leidos
Location: Vienna
Posted on: July 21, 2021

Job Description:

Description

Job Description:

The DHMSM program provides modernization of Electronic Health Record (EHR) capabilities for the Department of Defense. The Leidos Partnership for Defense Health (LPDH) is seeking candidates for the engineering team to provide first line technical support to computer customers with questions regarding account administration, distribution of software and documentation, system and network status, and problem entry via problem tracking tool. Maintain and update tracking tool. May report recurring problems to management. (It should be understood that this is not intended to be a detailed nor comprehensive description of any individual employee's job content. Managers set the specific duties and responsibilities for each employee).

Primary Responsibilities

Provides Tier 3 ticket triage and analysis for the electronic medical records software project supporting Defense Healthcare Management System Modernization (DHMSM). Specifically supporting program-level Service Desk functions to include evaluating, processing/resolving, and tracking of all Tier III Trouble Tickets. - Monitoring Defense Health Agency (DHA) trouble ticketing system queues, entering and managing software problem incidents; - Reviews Trouble Ticket to ensure that the documented information is complete, accurate, and sufficient to facilitate analysis of the issue; - Coordinate with the DHA Service Desk and/or ticket originator to confirm or obtain additional information as needed; - Analyze verified Trouble Tickets and assign a classification and priority to facilitate timely and appropriate processing of the issue; - Communicating and collaborating with multiple external organizations regarding the resolution of issues; - Reproduction, analysis and reporting of valid problem defects; - Processing Trouble Ticket for resolution based upon the classification; - Provides detailed trend analysis and reporting of triaged and resolution activities; - User Account provision processing and troubleshooting; : Handles routine tasks with no assistance, general instructions on new assignments. Applies job skills and company policies to complete a wide range of tasks. Works on assignments that are moderately complex in nature where judgement is resolving problems and making routine recommendations. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.

Basic Qualifications

  • Degree in related field, or 2-3 years of previous software support experience
  • US Citizen with ability to obtain and maintain an ADP IT-II Public Trust Clearance based on the minimum of a Tier 3 investigation. Federal Government requirement.
  • Active Directory experience preferred
  • Security+ recommended
  • Technical and functional knowledge of the DHA applications preferred; Must possess excellent communication skills
  • Must be professional and courteous with all communications
  • Must have the ability to learn quickly and work independently
  • Must be detail-oriented, with excellent time management skills, and the ability to own a technical task and work it to completion
  • Must be proficient with MS Office applications
  • Experience working with engineering, network and software teams
  • Experience in troubleshooting problems
  • Experience with BMC Remedy or other ticket management tools
  • Familiar with ITIL processes

Preferred Qualifications

  • Experience with large-scale enterprise system of systems integration and deployment
  • Experience with Cerner EHR implementations
  • Familiarity with DoD Configuration Management and Systems Engineering methodologies

External Referral Bonus:

Ineligible

External Referral Bonus $:

Potential for Telework:

No

Clearance Level Required:

Public Trust

Travel:

Yes, 10% of the time

Scheduled Weekly Hours:

40

Shift:

Day

Requisition Category:

Professional

Job Family:

Software Specialist

Pay Range:

Keywords: Leidos, Washington DC , DHMSM Tier 3 Support Analyst, Other , Vienna, DC

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