Help Desk Support Spec III

Help Desk Support Spec III

02 Nov 2021
Virginia, Vienna, 22182 Vienna USA

Help Desk Support Spec III

job summary:

Job Description:

Provides Tier 3 ticket triage and analysis for the electronic medical records software project supporting Defense Healthcare Management System Modernization (DHMSM).

Skills required:

  • 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

education: Bachelors


  • 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
  • Education: Bachelors

  • Help Desk
  • Active directory

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.

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    USD $21.88 - 31.88 per hour 21.88 - 31.88 per hour
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