Offer summary

Qualifications:

Minimum 4 years of experience in software deployment, help desk, or user support., Familiarity with ServiceNow, Salesforce, or similar platforms., Strong client-facing communication and relationship management skills., Understanding of VA/VHA processes and Agile delivery practices..

Key responsibilities:

Support implementation and stabilization of the External Provider Scheduler (EPS) across VA facilities.

Manage daily provisioning activities for Medical Support Assistants and their supervisors.

Provide Tier 1/2 help desk support via ServiceNow during designated hours.

Lead production deployments and coordinate user access with technical teams.

Job description

MKS2 Technologies, LLC, an award-winning high growth small business, creates innovative and customer-centric technology solutions in the areas of Cyber Security, Instructional Design and Training, Software Engineering and IT Support Services to improve the security and well-being of our clients. Our commitment to excellence and our “Mission First” orientation has resulted in steady growth and an expanding client base across government agencies. We have employees nationwide and for the past three consecutive years were named one of the fastest growing Veteran-owned companies in the nation. Please take a moment to browse through our website and learn more about what it means to serve with MKS2.

Hypercare Consultant

Location: Remote (U.S. – EST hours preferred)
Clearance Requirement: Ability to Obtain a VA Public Trust

Contract Length: 5 months (with possible extension based on performance)
Salary Range: $50,000 – $60,000 (max) - Full government benefits
Work Schedule: Monday – Friday | 8:00 AM – 8:00 PM EST (flexible 8-hour shift)

📄 Summary

The Hypercare Consultant plays a pivotal role in supporting the implementation and stabilization of the External Provider Scheduler (EPS) across the Department of Veterans Affairs (VA). This role ensures EPS features are adopted effectively, workflows are compliant, and high-touch support is delivered during critical rollout and enhancement phases.

🔑 Key Responsibilities

VISN and VAMC Implementation Support

Gather and interpret requirements from VA clinical contact centers
Serve as the liaison between site stakeholders and EPS technical teams
Partner with VA Medical Center (VAMC) leadership to drive adoption

Provisioning Medical Support Assistants (MSAs)

Manage daily provisioning activities for MSAs and their supervisors
Standardize and audit data import protocols for accuracy
Provide onboarding and training for provisioning workflows

Hypercare Help Desk Support

Control access to EPS Hypercare channels and share resources
Deploy gamification techniques to improve engagement and adoption
Deliver Tier 1/2 support and manage support tickets via ServiceNow
Ensure help desk coverage from 8:00 AM – 8:00 PM EST, Monday–Friday

EPS System Support

Lead production deployments and coordinate user access
Work directly with technical teams to ensure operational readiness

🧩 Qualifications & Skills

Minimum 4 years of experience in software deployment, help desk, or user support
Familiarity with ServiceNow, Salesforce, or similar platforms
Strong client-facing communication and relationship management skills
Understanding of VA/VHA processes and Agile delivery practices
High school diploma required; additional education a plus
Active PIV holder preferred; must be clearable for VA Public Trust

Diversity creates a healthier atmosphere: MKS2 Technologies is proud to be an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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