4 days old

Customer Technical Specialist IV

San Antonio, TX 78205
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Business Group Highlights

Health

The Health group provides solutions to help government healthcare agencies lower administrative costs, reduce fraud and abuse, and improve the quality of services for individuals. We also provide analytics that combine clinical knowledge with big data technology and techniques to transform petabytes of data into meaningful solutions for our customers.

Responsibilities

Description:

The Application Support Tier 2 Analyst is responsible for providing second level service and support on supported MHS Applications to meet or exceed contract service objectives. The primary responsibility is to provide advanced software/systems support and to assist Application Support Tier 1 Analysts as necessary on supported MHS Applications. Tier 2 staff works closely with Application Support Supervisors to ensure all contract service objectives are met or exceeded. This Tier 2 position is primarily focused on providing CHCS and AHLTA Support with a secondary focus on other clinical applications.

Responsibilities:

  • Primary second level support of all inbound incidents. Backup first level support as needed.
  • Efficiently and accurately resolve or escalate all assigned incidents.
  • Provide accurate, timely, and professional follow up and resolution on all supported issues.
  • Accurately triage/assign/escalate incidents per established procedures.
  • Raise awareness of Priority issues as they occur; ensure that process is followed exactly.
  • Perform regular checks of assigned ticket queues, triage or assign per process standard..
  • Serve as a Subject Matter Expert for MHS Applications procedure and support knowledge.
  • Assist Tier I with long or difficult calls/assume calls that are too difficult for Tier I.
  • Perform side-by-side coaching with agents on difficult calls as necessary.
  • Conduct training sessions as necessary under direction of management.
  • Research difficult issues, identify and document resolutions as necessary.
  • Identify and prepare procedures for knowledge base.
  • Identify trends in training, performance and knowledge deficiencies and raise to management.
  • Ensure that agent calls are correctly logged per established procedure.
  • Work special projects as required.
  • Identify and prepare procedures/articles for knowledge base.
  • Assist Application Support Supervisors as needed.
  • Foster team spirit and a team oriented attitude.
  • Maintain dependable attendance and schedule adherence.

Qualifications

Skills:

  • Technically advanced support knowledge in specific MHS applications
  • Must have experience using/supporting the to include CHCS, AHLTA, and other MHS Clinical Systemss
  • The ability to effectively communicate technical matters to a non-technical audience
  • Strong customer service and communications skills
  • Strong critical thinking skills that facilitate expedient problem solving
  • Demonstrated teamwork skills
  • Must be able to work in a stressful environment

Requirements:

  • Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
  • Minimum 2 years Service Desk experience
  • 5-8 years of experience using CHCS Modules/AHLTA or use of other clinical applications
  • Experience support the MHS Applications
  • Demonstrated knowledge of Service Desk support methodology
  • AA/AS Degree in Computer Science, MIS, or related field/equivalent experience
  • Relevant technical certifications or relevant MHS Application experience
  • Familiar with ITIL (certification preferred)
  • HDI or similar certification preferred

About Perspecta

What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sectorfrom investigative services and IT strategy to systems work and next-generation engineering.

Our promise is simple: never stop solving our nations most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to just that, as a partner of choice across the entire sector.

Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories.

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As a government contractor, Perspecta abides by the following provision
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Industry

  • Information Technology
Posted: 2020-03-24 Expires: 2020-04-24

With offerings in mission services, digital transformation and enterprise operations, our team of 14,000 engineers, analysts, investigators and architects work tirelessly to create innovative solutions. We have the expertise and experience not only to devise solutions, but to execute on them successfully.

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Customer Technical Specialist IV

Perspecta
San Antonio, TX 78205

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