DHMSM Tier 3 Telehealth Help Desk Engineer

Vienna, VA
Jan 22, 2022
Jan 24, 2022
Full Time
DescriptionJob Description:Leidos is seeking a Tier III Telehealth Help Desk Engineer to work remotely supporting the DHMSM contract. The DHMSM program provides modernization of Electronic Health Record (EHR) capabilities for the Department of Defense. The Leidos Partnership for Defense Health (LPDH) is seeking candidates for the engineering team to support a number of positions to define, implement, deploy and sustain new capabilities for the MHS GENESIS DOD EHR system. Must agree to working in a shift environment supporting 24x7x365 critical operational systemsPrimary ResponsibilitiesProvide Tier III project-level Service Desk functions to include evaluating, processing/resolving, reporting, and tracking of trouble ticketsMonitor trouble ticket queues, entering and managing software problem incidentsReview trouble tickets to ensure documented information is complete, accurate, and sufficient to facilitate reproduction and analysis of the issueCoordinate 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 processingCommunicate and collaborate with Tier II, local medical facility staff, and other stakeholders for resolution of issuesManage the User Account provision processing and troubleshootingHandle routine tasks with no assistance and complete new assignments with general instructionsWork on assignments that are moderately complex in nature, using engineering judgement to resolve issues and make recommendationsFollow standard practices and proceduresWork closely with other Development and DevOps team members to ensure timely ticket triage.Manage escalation to Vendor for Tier IV supportBasic QualificationsTechnical BS Degree and 5+ years of prior relevant operational software support experienceUS Citizen with current US Government clearance; ability to obtain and maintain ADP2/IT2 Public Trust. Federal Government requirement.Must agree to working in a shift environment supporting 24x7x365 critical operational systems.Ability to interact and assist customer team members, at a variety of levels and technical capabilities, including high levels of management, executive and military leadership.Must be able to learn quickly, work independently, be detail-oriented, and excellent time management skillsMust have strong analytical, problem-solving, and conceptual skillsMust have the ability to own a technical task and work it to completionExtensive hands-on experience in an operations support role.Tier III experience troubleshooting user issues and gathering information to support resolutionExperience with ServiceNow ticket management toolIntermediate knowledge of and experience supporting software applications in an AWS cloud environmentExperience scripting (Bash, Python) in a Linux (RHEL) environmentExperience with VMWarePreferred Qualifications:Current DHA clearance, DHA-issued CAC, and DHA administrator accessesIntermediate experience with large-scale, complex enterprise system of systems integration and deploymentIntermediate experience working with Active DirectoryExperience with ITILExperience with monitoring tools (Prometheus, Grafana, Splunk, etc)Experience using and/or maintaining development and automation tools such as Git, Jira, Terraform, Cloudformation, Packer, Consul, Vault, Kubernetes, MavenExperience troubleshooting application environments including the following technologies:AngularJavascript / TypescriptCSS / HTMLREST API's (JSON, XML)Containerization (Docker)Container Orchestration (Rancher, Kubernetes)Spring based microservicesExperience with the following technologies is desired:CI/CD pipeline automation (GitLab CI, Ansible, Jenkins)Infrastructure as Code (IaC) architecture design, deployment, migration, and sustainmentContainer/Artifact Registries (eg GitLab, Nexus, Harbor)Experience with Cybersecurity tools and processExperience with Identity and Access ManagementExperience with problem ticket resolution, tracking, escalation, and reportingExperience with SQL and MySQL databasesExperience with MedCOI networkExperience with remote troubleshooting of COTS hardware and softwareExperience with troubleshooting Health Level Seven International (HL7) message traffic and interfacesPay Range:#Remote