Job Description
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
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Gather and interpret requirements from VA clinical contact centers
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Serve as the liaison between site stakeholders and EPS technical teams
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Partner with VA Medical Center (VAMC) leadership to drive adoption
Provisioning Medical Support Assistants (MSAs)
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Manage daily provisioning activities for MSAs and their supervisors
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Standardize and audit data import protocols for accuracy
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Provide onboarding and training for provisioning workflows
Hypercare Help Desk Support
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Control access to EPS Hypercare channels and share resources
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Deploy gamification techniques to improve engagement and adoption
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Deliver Tier 1/2 support and manage support tickets via ServiceNow
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Ensure help desk coverage from 8:00 AM – 8:00 PM EST, Monday–Friday
EPS System Support
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Lead production deployments and coordinate user access
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Work directly with technical teams to ensure operational readiness
🧩 Qualifications & Skills
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Minimum 4 years of experience in software deployment, help desk, or user support
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Familiarity with ServiceNow, Salesforce, or similar platforms
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Strong client-facing communication and relationship management skills
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Understanding of VA/VHA processes and Agile delivery practices
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High school diploma required; additional education a plus
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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.