Tier 3 Help Desk Engineer

22 Nov 2024

Vacancy expired!

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.
Basic Qualifications
  • 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
NetVision Resources, Inc. (NVR) is a fast growing, ISO 9001, ISO 20000, CMMI DEV/2, MBE certified technology consulting and software development firm, based out of the DC Metro area. To know more, please visit www.netvisionresources.com

  • ID: #23258317
  • State: Virginia Vienna 22027 Vienna USA
  • City: Vienna
  • Salary: USD TBD TBD
  • Job type: Contract
  • Showed: 2021-11-22
  • Deadline: 2022-01-21
  • Category: Et cetera