Help Desk Specialist
Help Desk Specialist
Posted on :
10-04-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
10-04-2025
Job Description
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 provide first line technical support to computer customers with questions regarding
account administration distribution of software and documentation system and network status and
problem entry via problem tracking tool. Maintain and update tracking tool. May report recurring problems
to management. (It should be understood that this is not intended to be a detailed nor comprehensive
description of any individual employees job content. Managers set the specific duties and responsibilities
for each employee).
Provides Tier 3 ticket triage and analysis for the electronic medical records software project supporting
Defense Healthcare Management System Modernization (DHMSM). Specifically supporting programlevel
Service Desk functions to include the following:
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;
Handles routine tasks with no assistance general instructions on new assignments.
Applies job skills and company policies to complete a wide range of tasks.
Works on assignments that are moderately complex in nature where judgement is resolving
problems and making routine recommendations.
Follows standard practices and procedures in analyzing situations or data from which answers
can be readily obtained.
Requirements
AA and 2 years experience
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 detailoriented 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
Degree in related field or Previous Software Support Experience
US Citizen with active ADP ITII Public Trust Clearance based with the minimum of a Tier 3
investigation. Federal Government requirement.
Benefits
- 80 hours of PTO to workers with less than 10 years of experience and 120 hours of PTO with more than 10 years of experience.
- Up to 40 hours of training time per year as approved by HR.
- 10 paid federal holidays
- A 3employer safe harbor contribution of 3 to the Aderas 401(k) plan with eligibility beginning the third month after the date of hire
- Access to enroll in the Aderas health insurance plan that offers medical dental and vision insurance coverage
- Companypaid life accidental/death/dismemberment shortterm and longterm disability insurances and
- $50 monthly cell phone reimbursement for business use of your personal cell phone.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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