Vacancy expired!
Job Description: We are seeking a Virtual Health Tier III Application Engineer to work remotely supporting the DHMSM contract. The DHMSM program provides modernization of Electronic Health Record (EHR) capabilities for the Department of Defense. Primary Responsibilities Provides Tier III Service Desk functions for evaluating, processing/resolving, reporting, and tracking of trouble tickets. Monitoring ServiceNow queues, managing software problem incidents, to ensure information is complete and accurate to facilitate reproduction, analysis, and resolution.
- Coordinate with the Tier I / Tier II support center staff and/or ticket originator to confirm or obtain additional information and assign classification and priority to facilitate timely processing
- Manage the User Account provisioning and troubleshooting
- Investigate COTS and custom software application issues, gathering log files, and coordinating DevOps and Development team support as needed
- 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 following standard practices and procedures
- with active ADP1, Tier 5 BI Clearance.
- BA or BS degree in technical field
- Prior relevant operational application support experience
- Must agree to working in a 24/7, rotational shift environment
- Recent DevOps and/or Tier III engineering experience in operational environment
- Possess excellent analytical problem solving and communication skills; professional and courteous
- Must learn quickly, work independently, be detail-oriented, and excellent time management skills
- Must have the ability to own a technical task and work it to completion The information in this document is proprietary to Leidos. It may not be used, reproduced, disclosed, or exported without the written approval of Leidos. Leidos Proprietary
- Experience in an operations environment with extensive phone and email interaction with end users
- Experience troubleshooting user issues and gathering information to support resolution
- 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
- Experience with Active Directory, Windows Server 2016 & 2019; IIS Server 10, SQL Server 2016, and .Net 3.5-4.8
- Experience with PowerShell and Visual Studio to support automation & troubleshooting