Leidos's Military & Veterans Health Group currently has an opening for a Tier 3 Support Analyst Position in the Northern Virginia area. This position provides support to MHS GENESIS customers by handling ticket triage and analysis for the electronic medical records software project supporting Defense Healthcare Management System Modernization (DHMSM).
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 3 Incidents. Monitoring Defense Health Agency (DHA) trouble ticketing system queues, entering and managing software problem incidents; Review Incidents to ensure that the documented information is complete, accurate, and sufficient to facilitate analysis of the issue; Coordinate with the DHA Global Service Desk and/or ticket originator to confirm or obtain additional information as needed; Analyze verified Incidents and 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 provisioning and troubleshooting.
Degree in related field, or High school education and 2+ years of Previous Software Support Experience;
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.