Aderas is seeking a Help Desk Engineer to work remotely supporting the team. This position will help provide modernization of Electronic Health Record (EHR) capabilities for the Department of Defense. Aderas is seeking candidates for the engineering team to support a number of positions to define, implement, deploy and sustain new capabilities for the DoD EHR system.

Primary Job Duties:

• Provides Tier III project-level Service Desk functions to include evaluating, processing/resolving, reporting, and tracking of trouble tickets.
• Monitoring trouble ticket queues, entering and managing software problem incidents
• Review trouble tickets to ensure documented information is complete, accurate, and sufficient to facilitate reproduction and analysis of the issue
• Coordinate with the Tier 1 support center staff and/or ticket originator to confirm or obtain additional information and assign classification and priority to facilitate timely processing
• Communicate and collaborate with Tier II and other stakeholders for resolution of issues
• Manage the User Account provision processing and troubleshooting
• 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
• Follow standard practices and procedures
• Work closely with other Development and DevOps team members to ensure timely ticket triage.

Work Location:

• Remote
• 10% Travel required.

Required Education & Work Experience:

• Bachelor’s Degree
• 3+ years of prior relevant operational software support experience

Required Experience & Skills:

• Must possess excellent 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
• Must have 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
• Experience troubleshooting user issues and gathering information to support resolution
• Experience with ServiceNow ticket management tool
• Knowledge of and experience supporting software applications in an AWS cloud environment
• Experience scripting (Bash, Python) in a Linux (RHEL) environment

Preferred Qualifications

• Current DHA clearance, DHA-issued CAC, and DHA administrator accesses
• Experience with large-scale, complex enterprise system of systems integration and deployment
• Experience working with Active Directory
• Experience with ITIL
• Experience with monitoring tools (Prometheus, Grafana, Splunk, etc)
• Experience using and/or maintaining development and automation tools such as Git, Jira, Terraform, Cloudformation, Packer, Consul, Vault, Kubernetes, Maven
• Experience troubleshooting application environments including the following technologies:
• Angular, Javascript / Typescript, CSS / HTML, REST API’s (JSON, XML), Containerization (Docker), Container Orchestration (Rancher, Kubernetes), Spring based microservices
• Experience with the following technologies is desired:
• CI/CD pipeline automation (GitLab CI, Ansible, Jenkins), Infrastructure as Code (IaC) architecture design, deployment, migration, and sustainment, Container/Artifact Registries (e.g. GitLab, Nexus, Harbor)
• Experience with Cybersecurity tools and process
• Experience with Identity and access management

Clearance/Citizenship: US Citizen with current US Government clearance; ability to obtain and maintain ADP2/IT2 Public Trust.

Join the Aderas team!

At Aderas, we are looking to recruit and retain only the best and brightest. If you like working with emerging technologies, using your unique personal skills to solve technical, functional, and organizational issues, and can easily adapt to the ever-changing IT market, then Aderas is the place for you! We are a vibrant company delivering implementation services & support for enterprise solutions and custom application development. We strive to form long term partnerships with our clients to foster an environment based on trust, proven history of delivery, and camaraderie.

Why Aderas?

We sincerely try to shape our employee's lives by administering a generous package of employee benefits. Our company culture encourages collaboration, creative thinking, and growth. Headquartered in Reston Town Center, in Reston, VA, the Aderas main office is a short step away from shopping, dining, and a movie theater.

Beyond the tangible and intangible rewards, Aderas provides the following:

• Pay for Life, AD&D, Short term disability, and Long term disability at no cost to the employee.
• Employer contribution toward monthly health insurance premiums.
• 401k plan which employees are eligible for after being with the company for 3 months.
• Safe Harbor plan in which Aderas contributes 3% of employee salary once a year.
• A week of paid training and reimbursement for approved professional courses and tests.
• Monthly allowance for cell phone bills.