Tier III Help Desk Siupport
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Job Location:
Albuquerque, NM - USA
Monthly Salary:
Not Disclosed
Posted on:
18-10-2025
Vacancies:
1 Vacancy
Job Summary
RESPEC is looking for a Service Center Technician to help support our federal client by serving as a Tier III escalation point for complex technical issues across mission-critical healthcare systems. You will coordinate installation testing troubleshooting and maintenance of Windows and cloud infrastructure supporting EHR applications and services. You will also drive SLA adherence structured documentation reporting and knowledge management to improve service quality and customer satisfaction in a highly regulated environment.
What Youll Do
- Serve as a Tier III escalation point for advanced technical issues in a multi-server federal healthcare environment.
- Plan coordinate and perform installation testing troubleshooting and maintenance of Windows and cloud infrastructure supporting EHR systems.
- Protect confidentiality integrity and availability of systems and networks through security programs policies and tools.
- Accept triage and document requests in the ITSM system (e.g. ServiceNow); ensure SLA compliance.
- Assist Service Center Lead(s) and Federal Functional Lead with task prioritization and timely resolution.
- Document technical issues remediation steps and customer communications to build a robust knowledge base.
- Generate and deliver reports on service center activity property accountability and scheduled events with accurate metrics for management.
- Maintain up-to-date reference materials FAQs and technical documentation.
- Adjust workloads as environments evolve including new applications configuration changes and security enhancements.
Qualifications :
Qualifications
- Required:
- Associate degree or technical training certificate; Bachelors preferred. Certifications or equivalent experience may substitute.
- 5 years of IT experience including 3 years of specialized Service Center support in a multi-server environment.
- Familiarity with standalone and networked computers LANs and WANs.
- Eligibility for federal suitability clearance.
- Preferred:
- Experience supporting federal healthcare IT systems especially EHR.
- Experience with ITSM platforms (ServiceNow or equivalent) and SLA management.
- Knowledge of configuration management change control and incident reporting practices.
- Experience preparing service metrics and property accountability reports for federal programs.
Key Skills
- Tier III support and escalation management in complex multi-server environments.
- Windows and cloud infrastructure operations for healthcare systems.
- ITSM process execution: intake triage documentation SLA tracking.
- Security and compliance in federal environments (HIPAA FISMA NIST 800-53).
- Reporting metrics and knowledge base management.
- Clear communication and collaboration across technical teams and stakeholders.
Additional Information :
All your information will be kept confidential according to EEO guidelines.
All your information will be kept confidential according to EEO guidelines.
Remote Work :
Yes
Employment Type :
Contract
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
RESPEC seeks a Principal Consultant for our office in Albuquerque, NMFounded in 1969, RESPEC is a global, 100 percent employee-owned consulting and services company dedicated to delivering innovative solutions to complex challenges for private and public clients. Operating in 15 U.S. ... View more
