Customer Technical Support Representative 6 (SCA)

Description:
The Tier 2 SME provides advanced sustainment, deployment, and lifecycle support for Joint Operational Medicine Information Systems (JOMIS) Health Care Delivery (HCD) mobile and web applications. This role ensures successful operation, troubleshooting, readiness, and fielding of HCD capabilities across deployed, operational, and enterprise environments. The SME also supports related hosting platforms, mobile devices, and associated system integrations in alignment with JOMIS program objectives and DoD health IT requirements.

Key Responsibilities:

• Serve as a Tier 2 technical expert for JOMIS HCD mobile and web applications, providing advanced troubleshooting, root‑cause analysis, and problem resolution for incidents escalated from Tier 1 support.
• Provide sustainment and operational support for all HCD capability components, including application services, hosting environments, mobile devices, system configurations, and data workflows across enterprise, disconnected, and tactical settings.
• Support deployment activities, including environment preparation, configuration validation, installation guidance, version upgrades, system integration testing, and post‑deployment functional verification.
• Collaborate with engineering, product teams, cybersecurity, and hosting/platform operations to ensure stable, secure, and compliant application performance.
• Monitor system health, logs, and performance metrics; identify issues early and recommend improvements to enhance reliability, usability, and operational readiness.
• Maintain deep knowledge of mobile device management (MDM) platforms, secure application distribution processes, and DoD mobility and hosting standards.
• Assist in documentation development, including SOPs, troubleshooting guides, knowledge articles, deployment checklists, and system configuration references.
• Support change management processes including release readiness, coordinated updates, and communication for system changes affecting the operational user community.
• Provide expert guidance to end users, training leads, and support technicians regarding HCD workflows, system functionality, and operational use cases.
• Participate in technical working groups, configuration control boards, and readiness reviews as a recognized SME for HCD capabilities.
• Ensure compliance with DoD cybersecurity, RMF controls, data handling policies, and accreditation requirements across mobile and hosting platforms.

Required Qualifications:

• Experience supporting DoD health IT systems, operational medical applications, or similar enterprise mobile/web systems in a Tier 2 or SME capacity.
• Strong understanding of JOMIS, HCD capabilities, or equivalent operational medical information systems.
• Proficiency with mobile platforms (iOS/Android), MDM/MAM solutions, secure application deployment methodologies, and related hosting environments.
• Experience with system sustainment workflows, incident response processes, and technical troubleshooting in enterprise and field environments.
• Familiarity with DoD cybersecurity compliance requirements (RMF, STIGs, PKI, mobile security).
• Ability to analyze complex system issues collaboratively and communicate technical concepts clearly to both technical and non‑technical stakeholders.
• Prior experience supporting systems in deployed, disconnected, or tactical military environments.
• Knowledge of medical workflows, Health Care Delivery concepts, or operational clinical support systems.
• Experience engaging with product owners, developers, and integration teams in Agile/DevSecOps environments.
• Strong documentation, communication, and customer support skills.

Requirements:

• BS 0-2 Years or HS 6-8
• Must be a US Citizen
• Active Public Trust T3 Clearance/ or ability to obtain one
• Primary work locations in San Antonio, TX, and Falls Church, VA.  Remote work may be possible with approval from the customer.
• Current active IAT II certification (Security+) with related Computing Environment (CE) Splunk certifications to comply with DoD 8570 and DoD 8140.03 requirements

Preferred Qualifications: 

• ITIL4/5 Foundations Certification 
• Experience working within Military Health and Operational Medicine environments
• Familiarity with ServiceNow (MHSSHD) ITSM ticketing system 
• 4+ years providing enterprise level application and IT service level support

Peraton is a next-generation national security company that 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, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

$51,000 - $82,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.