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Peraton Corporation Call Center/ Delivery Team Technical Lead, Maintenance Service of VistA in Topeka, Kansas

Peraton Overview

Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our 22,000 employees do the can’t be done, solving the most daunting challenges facing our customers.

Qualifications

Requires 5 to 8 years with BS/BA or 3 to 5 years with MS/MA or 0 to 2 years with PhD.

Responsibilities

Role description: Call Center / Delivery Team Technical Lead , Maintenance Service of VistA

Business Environment:

Perspecta’s support of the VA’s VistA and VistA Imaging configurations is funded by the VA through the Maintenance Service of VistA (MSV) contract. The MSV contract provides a 24x7 Expertise Center for the support of VistA and VistA Imaging. The business environment requires knowledgeable technical consultants with expertise in hardware, systems, and the VistA and VistA Imaging environment.

Objectives:

  1. Demonstrate exceptional customer interface skills to ensure a high level of customer satisfaction.

  2. Possess a high level of technical competence in order to resolve customer’s problems as efficiently and quickly as possible.

  3. Possess advanced troubleshooting and analytical skills.

  4. Possess a familiarity with VistA and VistA Imaging.

  5. Demonstrate exceptional knowledge ofHewlett Packard Enterprise (HPE)and 3 rd party hardware infrastructure.

  6. Participation in 24x7 help desk coverage.

  7. Provide management for the MSV VistA Call Center.

Primary Responsibilities:

  1. Manage the day-to-day activities of the MSV Call Center team.

· Answer issues team may have

· Manage resolution of resolution of critical problem reports

· Manage special assignments of the Call Center Team

· Produce the MSV Daily, Monthly and Quarterly Reports

· Manage the Expertise Center Virtual Room Whiteboard, general team availability and daily scheduling of EC resources (early/ late shift; Identify and resolve gaps in coverage)

· Manage and oversee call queue personnel availability ensuring adequate daily coverage eliminating ‘missed calls’

· Participate in monthly risk planning and review.

  1. Manage scheduling of staffing for Standby Rotation

  2. Monitor calls to avoid escalations when possible

  3. Provide technical support for the VistA and VistA Imaging hardware and software solutions.

  4. Provide leadership for maintenance and troubleshooting of the VA VistA and VistA Imaging configuration.

  5. Communicate with third-party vendors and service providers as well as internal HP service and support groups to coordinate resources and activities to ensure application/system/solution up-time and customer satisfaction.

  6. Serve on help desk during normal business and rotate standby hours to ensure 24x7 support availability

  7. Interact and coordinate with VA’s technical support teams, as well as HPE Customer Support Center to resolve customer issues.

  8. Support other team members with troubleshooting and analysis efforts.

  9. Engage in disaster recovery efforts.

  10. Support growth opportunities

For Colorado Residents

Colorado Salary Minimum: $62,171.20

Colorado Salary Maximum:$132,912.00

The estimate displayed represents the typical salary range for this position, and is just one component of Perspecta's total compensation package for employees. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, Perspecta provides a variety of benefits to employees.

Job Locations US

Requisition Post Information* : Posted Date 3 weeks ago (5/25/2021 9:53 AM)

Requisition ID 2021-105839

Position Category Technical Support / Help Desk

Clearance Public Trust

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