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Provides entry-level Level 1 helpdesk support for VA medical facility customers. Triages multi-channel requests, troubleshoots and maintains software, installs tools, communicates with customers, documents solutions, and escalates issues as needed. The role requires strong customer service, analytical and communication skills, Microsoft Office proficiency, ITIL training, and experience with telephone support and software or hardware troubleshooting.

Provides Level 1 technical support for VA medical facility software users. Responsibilities include triaging helpdesk tickets, troubleshooting and resolving routine software and system issues, assisting with installations and maintenance, communicating with customers across phone, chat, and email, documenting solutions, applying ITIL practices, and escalating complex issues. The role requires managing a high-volume support queue while developing expertise in assigned products and healthcare technology environments.

Manage small to mid-sized internal and external projects through initiation, planning, execution, monitoring, and closure. Coordinate cross-functional teams, resources, meetings, communications, documentation, risks, issues, actions, and decisions. Ensure deliverables meet schedules and management objectives while maintaining project standards and repositories. Support process improvements and stakeholder communications, with travel as needed, including potentially frequent travel. Compliance with federal security, privacy, and healthcare requirements is required.

Administers and supports ServiceNow and other cloud-hosted enterprise applications across SaaS, PaaS, and hybrid environments. Configures ITSM workflows, CMDB, service catalogs, integrations, access controls, monitoring, reporting, and performance optimization. Troubleshoots complex application issues, supports releases and disaster recovery, maintains compliance with FedRAMP, HIPAA, and NIST requirements, and collaborates with project teams, vendors, developers, and federal stakeholders. Participates in support rotations, on-call duties, documentation, audits, and continual service improvement.

Supports NAVSEA 08 project management for nuclear shipbuilding and maintenance programs. Reviews budgets, schedules, contracts, cost estimates, EVM metrics, contractor data, and material procurement activities. Develops cost performance analyses, reports, correspondence, contract change documents, and recommendations. Coordinates with shipyards, SUPSHIP, government stakeholders, and technical teams to resolve issues, validate compliance, monitor labor and facility resources, and support submarine and aircraft carrier overhaul, refueling, construction, and maintenance activities.

Leads technical solution architecture and proposal development for Federal Government and DoD customers, particularly federal health agencies. Analyzes solicitations, designs technical, management, transition, staffing, and cost approaches, and develops proposal artifacts, diagrams, and written sections. Partners with capture, program, pricing, leadership, and subject matter experts; engages customers; evaluates technologies and requirements; leads review stages; and manages solution teams. Requires expertise in federal IT, legacy systems, and cloud, cybersecurity, software, or enterprise IT.

Lead full-lifecycle execution of WEXMAC 2.0 task orders, managing delivery, P&L, budgets, revenue, margins, schedules, vendors, logistics, supply chain operations, contracts, and customer relationships. Translate requirements into operating plans and performance metrics, oversee procurement and transportation activities, manage contractual obligations and risks, and ensure quality, compliance, profitability, and timely closeout in rapid-response DoD environments.

Lead data quality and analytics for VA EHRM deployments by building and validating pipelines, applying SQL/R/Python and NLP/ML, defining governance rules in Purview/Collibra, certifying dashboards (Tableau/Power BI), and delivering actionable visualizations and insights to executive stakeholders.

Design, develop, and maintain web-based software within the full SDLC. Engage stakeholders, build features using microservices, apply complex algorithms, ensure maintainability and standards, drive process/tooling improvements, and mentor team members.

Lead cloud architecture reviews and migrations for onboarding to a FedRAMP High AWS government enclave. Assess FedRAMP compliance, interoperability (FHIR/HL7/APIs), multi-tenant and Zero Trust designs, and provide remediation roadmaps and DevSecOps guidance for ISVs and government stakeholders.