Located in the Telework Area

WORK WEEK: Shift Work

Job Description

ACG is seeking DHMSM Virtual Health Tier 3 Help Desk Engineer (AppEngII) supporting the Department of Defense (DoD) Healthcare Management System Modernization (DHMSM) program. The DHMSM program provides modernization of Electronic Health Record (EHR) capabilities for the DoD, a $4.6B contract, known as MHS Genesis. This highly visible and impactful program is designed to deploy a new electronic health record to the military health system, supporting nearly 10 million service members and their families. ACG, a partner in the Leidos Partnership for Defense Health (LPDH), is seeking candidates to support a number of positions to define, implement, deploy and sustain new capabilities for the MHS GENESIS DoD Electronic Healthcare Records (EHR) system.

Job ID 2022-220. Pay $90,000/yr.
Candidates must be willing to comply with  COVID-19 precautions such as testing / masking / social distancing if traveling to work sites.

Position Responsibilities

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

Required Qualifications & Skills

• Technical BS Degree and minimum of 5+ years of prior relevant operational support experience
US Citizen with current Active US Government Active ADP2/IT2 T3 Clearance. Federal Government requirement.
• Must possess Current DHA-issued CAC
• 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

Desired Qualifications & Skills

• Current 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:
o JavaScript / Typescript
o Containerization (Docker)
o Container Orchestration (Rancher, Kubernetes)
• Proven extensive experience with Identity, Credentialing, and Access Management (ICAM)
• System Administration experience with any of the following:
o Openstack
o Pexip video
o Docker
o Kubernetes
o Git, GitLab or Jenkins
o MongoDB
o Atlassian Jira and Confluence
o Splunk
o Topaz
o PKI
o Active Directory

Travel Amount

5%
Domestic & International

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