Help Desk Specialist, Associate - Military veterans preferred

ManTech (


  full-time   employee   contract

United States

· 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 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
· Work is
accomplished with moderate direction
· Exerts
modest latitude in determining objectives of assignments
· May
determine methods and procedures on new assignments
· 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

Mandatory Skills:

· High school
education or equivalent and 2+ years of technical training or 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
· 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

Other Skills:

· Must be
comfortable to MS Office and Visio
· Healthcare and
interface experience highly desired
· Active Directory
experience preferred
· Security+
· Technical and
functional knowledge of the DHA applications preferred