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 Genesis 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.

• Available shifts - 2nd and 3rd shift

Qualifications:

• BS Degree in or related field/equivalent experience with 8+ years experience preferred

• Must be a U.S. citizen and be able to obtain a Tier I (T1) Public Trust Clearance.

• 2-5 years of experience using with Cerner Millenium/MHS Genesis

• Demonstrated knowledge of Service Desk support methodology

• Relevant technical certifications or relevant MHS Application experience

• Familiar with ITIL (certification preferred)

• HDI or similar certification preferred

• Technically advanced support knowledge in specific MHS applications

• Must have experience using/supporting the MHS Genesis

• 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

Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is: