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Job Details


Leidos

REMOTE Virtual Health Tier III Help Desk Engineer / DHMSM Program

Defense

All

Full Time

On Site

No

Vienna, Virginia, United States

Description

Job Description:

Are you looking for your next “great mission” professionally? Do you feel like you have more to give, want to learn new skills and be part of a team with a rewarding mission supporting our active military? Leidos has the perfect job for you!

We are looking for a highly skilled, technical, and adaptable Virtual Health Tier III Help Desk Engineer to support our $4.3 billion DOD Healthcare Management System Modernization (DHMSM) program in Vienna, VA, supporting the modernization of Electronic Health Record (EHR) capabilities for the Department of Defense. Leidos, along with core partners Cerner, Accenture, and Henry Schein, will support the DHMSM Program Executive Office (PEO) and the Defense Health Agency in the global deployment of our proposed EHR system that will deliver improved system capability to the DoD whenever and wherever healthcare is required. This is one of the most exciting, cutting-edge programs that you can be a part of with Team Leidos. Our solutions will improve the quality of healthcare for some 10 million military personnel and their families. Let talk about how good it feels when you know you are making that kind of difference!!

WHAT YOU WILL BE DOING

Primary Responsibilities

  • Provide Tier III project-level Service Desk functions to include evaluating, processing, tracking, reporting, and resolution of trouble tickets
  • Monitor ticket queues, evaluate tickets ensuring documented information is complete, correctly prioritized, and assign to appropriate Support Resources/Teams for expeditious resolution
  • Manage Tier 3 Mailbox, collaboration workspaces, databases, and applications performance
  • Through proactive system health monitoring, ensure Integrated Commercial Products with Custom Applications are always fully functioning within the client’s IT and Cyber Infrastructures.
  • Manage User Account provisioning for Integrated Commercial Products with Custom Applications
  • Assist with the development of the Support Environment (e.g. Manage Knowledge Bases and their Articles)

Secondary Responsibilities

  • Work independently and collaboratively with Application Development, Integration, Network, Cybersecurity, other Tier III support, and Local Site Support teams.
  • Support Dev Ops with the integration of commercial products with custom applications within the client’s IT and cyber infrastructures
  • Understand/learn the design and functionality of new technologies within large scale infrastructures fully and rapidly
  • Utilize in-depth knowledge regarding Scope, Detail, and Administration of RHEL servers implemented within an AWS GovCloud hosting environment
  • Manage Windows and Ubuntu servers within a VMWare Hypervisor Environment
  • Effectively communicate, collaborate, and work closely with multiple Support Teams, Development teams, and other Stakeholders ensuring quick resolution of issues
  • Handle routine tasks with no assistance and complete new assignments with general instructions
  • Work on assignments that are moderately complex in nature, using engineering judgement to resolve issues and make recommendations
  • Write and follow Processes and Procedures

FACTORS FOR SUCCESS

  • Technical BS Degree and minimum of 5+ years of prior relevant operational support experience
  • US Citizen with current US Government Top Secret clearance; Contract requirement.
  • REMOTE role and must agree to working in a shift environment
  • Must possess excellent verbal and written communication skills; be professional and courteous with all communications
  • Must be able to learn quickly, work independently, be detail-oriented, and excellent time management skills
  • Must have strong analytical, problem-solving, and conceptual skills and the ability to own a technical task and work it to completion
  • Experience in an operations environment with extensive phone and email interaction with end users to troubleshoot user issues and gather information to support resolution
  • Experience with ServiceNow ticket management tool
  • Knowledge and experience supporting software applications in hybrid hosting environments
  • Experience scripting (Bash, Python) in a Linux (RHEL) environment
  • Experience performing System Administration within DOD hosting environments
  • Understanding of DOD Cybersecurity remediation and patching
  • Extensive and deep understanding, and hands-on experience with:
    • Windows Server 2016 & 2019
    • Windows IIS
    • Windows Patching using SCCM
    • VMware hypervisor
    • Powershell
    • Active Directory
    • Microsoft GPO administration
    • SQL server
    • Infrastructure as Code (IaC) architecture
    • Amazon Web Services (AWS) GovCloud hosting services
    • Linux (RHEL or Debian/Ubuntu)
    • HashiCorp (Packer, Terraform, Consul, Vault)
    • Service Now
    • Atlassian JIRA and Confluence

How you will STAND OUT FROM THE CROWD

  • Current DHA clearance, DHA-issued CAC, and DHA administrator accesses
  • Possess in-depth knowledge regarding Scope, Detail, and Administration of RHEL servers implemented within an AWS GovCloud Hosting Environment
  • Possess in-depth knowledge of Tier III project-level Service Desk functions to include evaluating, processing, tracking, reporting, and resolution of trouble tickets
  • Possess extensive experience with monitoring ticket queues, evaluation of tickets ensuring documented information is complete, correctly prioritized, and assign to appropriate support resources/teams for expeditious resolution
  • Possess extensive experience managing multiple Mailboxes, Collaboration Workspaces, and Application Performance Monitoring tools
  • Possess extensive experience ensuring Integrated Commercial Products with Custom Applications are always fully functioning within the client’s IT and Cyber Infrastructures.
  • Possess extensive experience Managing User Account Provisioning for Integrated Commercial Products with Custom Applications
  • Possess extensive experience assisting with the development of Support Environments (e.g. Creation and Manage of Knowledge Bases and ITIL system and Services Tools)
  • Possess a proven ability to work independently and collaboratively with Application Development, Integration, Network, Cybersecurity, other Tier III support, and Local Site Support Teams.
  • Proven in-depth knowledge regarding Scope, Detail, and Administration of RHEL Servers implemented within an AWS GovCloud Hosting Environment
  • Experienced with the management of Windows and Ubuntu servers within a VMWare hypervisor environment
  • Proven ability to complete assignments that are moderately complex in nature, using engineering judgement to resolve issues and make recommendations
  • Proven high level experience with Monitoring Tools (Prometheus, Grafana, Splunk, etc)
  • Proven extensive experience troubleshooting Application Environments including the following technologies:
    • JavaScript / Typescript
    • Containerization (Docker)
    • Container Orchestration (Rancher, Kubernetes)
  • Proven extensive experience with Identity, Credentialing, and Access Management (ICAM)
  • System Administration experience with any of the following:
    • Openstack
    • Pexip video
    • Docker
    • Kubernetes
    • Git, GitLab or Jenkins
    • MongoDB
    • Atlassian Jira and Confluence
    • Splunk
    • Topaz
    • PKI
    • Active Directory

Pay Range:Pay Range $74,750.00 - $115,000.00 - $155,250.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

#Remote