Help Desk Support Specialist in Falls Church, VA at Volt

Date Posted: 9/11/2018

Job Snapshot

Job Description

Requisition Description

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 III Trouble Tickets. - Monitoring Defense Health Agency (DHA) trouble ticketing system queues, entering and managing software problem incidents; - Reviews Trouble Ticket to ensure that the documented information is complete, accurate, and sufficient to facilitate analysis of the issue; - Coordinate with the DHA Service Desk and/or ticket originator to confirm or obtain additional information as needed;

Qualifications

  • Required: - 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 problems; -
  • Must be able to obtain a position of trust clearance as required by the contract; - Degree in related field, or Previous Software Support Experience; -
  • MUST HAVE ACTIVE ADPII POSITION OF TRUST REQUIRED

This is a contingent/temporary position offered through Volt Workforce Solutions. Volt offers competitive compensation, the chance to work with some of the world’s leading companies, and a staff committed to helping you take the next step on your career path. 
To learn more about Volt, please visit: http://www.volt.com and to see more of our job postings, please visit: http://jobs.volt.com

Volt is an Equal Opportunity Employer.

List additional job requirements/requirements, if applicable.  

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 III Trouble Tickets. - Monitoring Defense Health Agency (DHA) trouble ticketing system queues, entering and managing software problem incidents; - Reviews Trouble Ticket to ensure that the documented information is complete, accurate, and sufficient to facilitate analysis of the issue; - Coordinate with the DHA Service Desk and/or ticket originator to confirm or obtain additional information as needed; - Analyze verified Trouble Tickets and assign a classification, priority, and severity to 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; - Utilization of basic SQL and Oracle commands to investigate and resolve reported issues; - Technical and functional knowledge of the DHA applications; - Processing Trouble Ticket for resolution based upon the classification; - Provides detailed trend analysis and reporting of triaged and resolution activities; - User Account creation process and troubleshooting; Active Directory experience. Required: - 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 problems; - Must be able to obtain a position of trust clearance as required by the contract; - Degree in related field, or Previous Software Support Experience; - MUST HAVE ACTIVE ADPII POSITION OF TRUST REQUIRED EDUCATION/SKILLS: High school education or 2 equivalent years of technical training or experience.