Tier III Help Desk Support

3 days ago

Albuquerque, New Mexico, United States VusionGroup Full time

Job Description
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 You'll 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
Required:

  • Associate degree or technical training certificate; Bachelor's 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
  • 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.

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