Tier 3 Support Analyst
Falls Church, VA

Job Description

Job Description:

Leidos's Military & Veterans Health Group currently has an opening for a Tier 3 Support Analyst Position in the Northern Virginia area. This position provides support to MHS GENESIS customers by handling ticket triage and analysis for the electronic medical records software project supporting Defense Healthcare Management System Modernization (DHMSM).

Primary Responsibilities

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 3 Incidents. Monitoring Defense Health Agency (DHA) trouble ticketing system queues, entering and managing software problem incidents; Review Incidents to ensure that the documented information is complete, accurate, and sufficient to facilitate analysis of the issue; Coordinate with the DHA Global Service Desk and/or ticket originator to confirm or obtain additional information as needed; Analyze verified Incidents and 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 provisioning and troubleshooting.

Basic Qualifications

Degree in related field, or High school education and 2+ years of Previous Software Support Experience;

Must be able to maintain an ADP2/IT2 Public Trust; 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 application issues;

Preferred Qualifications

Active Directory experience preferred; Security+ recommended; Technical and functional knowledge of the DHA applications preferred; Experience with BMC Remedy or other ticket management tools; Familiar with ITIL processes.

Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 32,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.19 billion for the fiscal year ended December 28, 2018. For more information, visit www.Leidos.com .

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here .

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to spam.leidos@leidos.com .

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.