Provides Tier 3 ticket triage and analysis for the electronic medical records software project supporting Defense Healthcare Management System Modernization (DHMSM).
Must be able to maintain an ADP2/IT2 Public Trust;
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 and have excellent time management skills;
Must have 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 application issues;
Active Directory experience preferred; Security+ recommended;
Technical and functional knowledge of the DHA applications preferred;
Experience with BMC Remedy or other ticket management tools;
Familiar with ITIL processes.
location: Vienna, Virginia
job type: Contract
salary: $21.88 - 31.88 per hour
work hours: 8am to 5pm
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;
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;
Experience level: Experienced
Minimum 3 years of experience
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.