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The client is seeking a Tier III Help Desk Engineer to work remotely supporting the contract. The client's program provides modernization of Electronic Health Record (EHR) capabilities. Primary Responsibilities
- Provides Tier III project-level Service Desk functions to include evaluating, processing/resolving, reporting, and tracking of trouble tickets.
- Monitoring trouble ticket queues, entering and managing software problem incidents
- Review trouble tickets to ensure documented information is complete, accurate, and sufficient to facilitate reproduction and analysis of the issue
- Coordinate with the Tier 1 support center staff and/or ticket originator to confirm or obtain additional information and assign classification and priority to facilitate timely processing
- Communicate and collaborate with Tier II and other stakeholders for resolution of issues
- Manage the User Account provision processing and troubleshooting
- Handle routine tasks with no assistance and complete new assignments with general instructions
- Work on assignments that are moderately complex in nature, using engineering judgement to resolve issues and make recommendations
- Follow standard practices and procedures
- Work closely with other Development and DevOps team members to ensure timely ticket triage.
- Must agree to working in a shift environment, currently two, 8 hour shifts covering operations 0800-2000 ET, Monday-Friday, will change to three, 8 hour shifts covering operations 24 hours/day, Sunday Friday effective in mid-February 2022
- Must possess excellent communication skills; be professional and courteous with all communications
- Must be able to learn quickly, work independently, be detail-oriented, and excellent time management skills
- Must have strong analytical, problem-solving, and conceptual skills
- Must have the ability to own a technical task and work it to completion
- Experience in an operations environment with extensive phone and email interaction with end users
- Experience troubleshooting user issues and gathering information to support resolution Leidos Proprietary
- Experience with ServiceNow ticket management tool
- Knowledge of and experience supporting software applications in an AWS cloud environment
- Experience scripting (Bash, Python) in a Linux (RHEL) environment