DETAILED JOB 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; - Analyze verified Trouble Tickets and assign a classification and priority 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; - Processing Trouble Ticket for resolution based upon the classification; - Provides detailed trend analysis and reporting of triaged and resolution activities; - User Account provision processing and troubleshooting;
SCOPE: Handles routine tasks with no assistance, general instructions on new assignments. Applies job skills and company policies to complete a wide range of tasks.
PROBLEM COMPLEXITY: Works on assignments that are moderately complex in nature where judgment is resolving problems and making routine recommendations. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
FREEDOM TO ACT: Work is accomplished with moderate direction. Exerts modest latitude in determining objectives of assignments. May determine methods and procedures on new assignments.
EDUCATION AND EXPERIENCE: Must be able to obtain a position of trust clearance as required by the contract; - Degree in related field, or Previous Software Support Experience;
KNOWLEDGE/SKILLS AND ABILITY: Active Directory experience preferred; - Security+ recommended; - Technical and functional knowledge of the DHA applications preferred; 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; - Experience with BMC Remedy or other ticket management tools; -Familiar with ITIL processes.
WORK LOCATION: Falls Church, VA (Skyline Office Complex) or Vienna, VA (LPDH Office)
EXPECTED DURATION: An estimated 12 months
Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178