Customer Technical Support Representative 6 (SCA)

Peraton; San Antonio, Northern (TX, KY); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Peraton is seeking a Tier 2 SME to provide advanced sustainment, deployment, and lifecycle support for Joint Operational Medicine Information Systems (JOMIS) HCD mobile and web applications. You will troubleshoot incidents escalated from Tier 1, support hosting environments, and ensure compliant performance across deployed and enterprise settings.

The role requires DoD health IT familiarity, proficiency with mobile platforms and MDM/MAM, and collaboration with engineering, cybersecurity, and

Qualifications

• Experience supporting DoD health IT systems or enterprise medical apps in a Tier 2/ SME role.
• Strong understanding of JOMIS and HCD capabilities or equivalent health IT systems.
• Proficiency with mobile platforms (iOS/Android), MDM/MAM solutions, secure deployment methodologies, and hosting environments.
• Experience with sustainment workflows, incident response, and troubleshooting in enterprise and field environments.
• Familiarity with DoD cybersecurity compliance (RMF, STIGs, PKI, mobile security).
• Ability to analyze complex system issues and communicate technical concepts to diverse stakeholders.

Responsibilities

• Serve as Tier 2 technical expert for JOMIS HCD apps, providing advanced troubleshooting and root-cause analysis.
• Provide sustainment and operational support for HCD components, hosting, devices, and data workflows.
• Assist in deployment activities: environment prep, config validation, upgrades, integration testing, verification.
• Collaborate with engineering, cybersecurity, and hosting teams to ensure secure performance.
• Monitor system health, logs, and performance; propose reliability improvements.
• Document SOPs, troubleshooting guides, and deployment checklists.

Skills

DoD health IT

Tier 2 SME

Troubleshooting

Communication

Agile/DevSecOps

Tools

MDM/MAM platforms

iOS/Android

Secure deployment

Job description

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

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.