Support Analyst – Triage

🕒 July 13

🇺🇸 United States – Remote

💵 $82.3k - $111.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 24%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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General Dynamics Information Technology

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1954

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

General Dynamics Information Technology is a company at the forefront of technological innovation, offering a wide range of services including consulting, digital modernization, and application services. The company is heavily involved in implementing solutions related to artificial intelligence, cloud computing, cybersecurity, high-performance computing, and quantum technologies. GDIT is committed to supporting government and defense sectors, providing mission-critical services such as logistics and supply chain management, intelligence, and homeland security. The company also focuses on diverse and inclusive hiring practices and actively promotes employee well-being. Through its digital accelerator solutions and pioneering use of emerging technologies, GDIT aims to propel agencies' missions forward and address complex technological challenges.

📋 Description

• Support the Indian Health Service Electronic Health Records Modernization program • Support the Sustainment Operations Incident and Reliability pillar • Serve as the first line of support for clinical and operational users of the PATH Oracle Cerner Millennium environment • Triage and resolve service requests in ServiceNow • Assess and route Oracle Cerner Millennium issues to the appropriate teams against defined SLAs • Perform initial troubleshooting and provide actionable information in ServiceNow tickets • Communicate status updates, workarounds, and resolutions • Identify trends and document recurring issues • Recommend enhancements to triage workflows and knowledge articles • Collaborate with application, technical, and operational teams • Support customer trust, contract performance, and mission success across the healthcare environment

🎯 Requirements

• Bachelor’s degree or equivalent combination of education and experience • 4+ years of experience supporting medium to large IT projects, including performance reporting and system setup • Proficiency in Microsoft Office Suite, specifically Word, Excel, PowerPoint, and Visio • Extensive understanding of Oracle Cerner Millennium (PATH) EHR system • Experience with ServiceNow incident triage, management, and incident resolution • Training, education, or experience in task coordination • Functional knowledge of IT project management concepts and tools • Ability to travel up to 25% of the year, if needed • Ability to obtain and maintain an in-depth Public Trust Level 5 • 4+ years of relevant analyst experience • Experience supporting a federal contract program manager • Task management experience and/or skills • Excellent organizational and time management skills • Ability to manage frequently changing priorities • Ability to communicate and interact effectively with internal/external teams, stakeholders, and customers • Ability to work independently with minimal supervision and meet tight deadlines • Ability to follow detailed written policies, processes, procedures, and work instructions • Ability to produce high-quality documentation

🏖️ Benefits

• Full-flex work week • 401(k) with company match • Comprehensive health and wellness packages • Internal mobility team • Professional growth opportunities, including paid education and certifications • Access to cutting-edge technology • Paid vacation and holidays • Medical, dental, and vision plan options • Health Savings Account options • Paid sick, personal, parental, military, bereavement, and jury duty leave • Short- and long-term disability benefits • Life insurance • Accidental death and dismemberment insurance • Personal accident insurance • Critical illness insurance • Business travel and accident insurance