Customer Support Specialist Technician

Customer Support Specialist (CSS) Technician

This position requires an active Public Trust clearance or the ability to obtain a  Public Trust clearance to be considered. 

Cherokee Nation System Solutions, LLC is seeking a knowledgeable Customer Support Specialist (CSS) Technician, to support the DHA Virtual Medical Center (VMC) Front Office (FO) IT Team.  

Customer Support Specialist (CSS) Technician Responsibilities Include:

• Provide Tier I technical support and end-user training to Virtual Health (VH) GlobalMed VH Equipment Program and for other remote VH clinical systems to include installation support and testing.

• Create, monitor and resolve trouble/incident tickets (Remedy) with specified time allotted or escalated as per Knowledge Base guidance.

• As a system technician for Win10 environment, install and maintain Windows 10 clients and associated peripheral equipment.

• Install, troubleshoot, repair and software based teleconferencing equipment, and coordinate medical device client installations.

• Coordinate responses to requests from 300+ DHA Enterprise Sites for remote clinical system access, remote equipment installation, and testing of Virtual Health Systems and/or subsystems within the DHA Enterprise.

• Act as Reports Manager in Joint Knowledge Online (JKO), tracking and reporting training required to perform Virtual Health Services for the DHA Enterprise Providers and other identified staff.

• Maintain the Site Access List (SAL) to deliver documentation to the DHA CHCS PMO for the centralized access web portal for remote user site access.

• Image and reimage WIN10 computers and install software on WIN10 clients, either remotely or in person capability as user location dictates.

• Create and manage accounts for Composite Health Care System (CHCS)/Armed Forces Health Longitudinal Technology Application (AHLTA)/ESSENTRIS platforms for VMC clinical staff. Provide end-user support for these accounts.

• Create and manage MHS Video Connect accounts for DHA Enterprise VH providers and MSA Staff in

  accordance with SOP specifications and Knowledge Base guidelines. 

• Train market representatives and providers in the use of MHS Video Connect as accounts are created. Assist users with issues with MHS Video Connect sessions if required.

• Troubleshoot, repair and test computer workstations, monitors, cameras, printers, peripherals and teleconferencing equipment including Cisco VTC systems.

• Perform equipment issue and tracking tasks.

• Install and configure computer workstations, monitors, cameras, printers, peripherals and related cabling for VTC systems.

• Participate in continuous process improvement activities and make recommended changes to SOPs or Knowledge Base.

Customer Support Specialist (CSS) Technician Experience, Education, Skills, Abilities requested:

• Licensure/Certification/Registration: Must meet DoD 8570.01-M and DoDD 8140.01 IAT Level I certification requirements within 6-months of performance start.

• CompTIA Security+ must have prior to performance of duties.

• CompTIA A+ - Preferred

• Must have six months of experience working in the IT field.

• Must pass pre-employment requirements of Cherokee Federal

Compensation & Benefits:

Estimated Starting Salary Range for Customer Support Specialist (CSS) Technician: $62,000 - $66,000

Pay commensurate with experience.

Full-time benefits include Medical, Dental, Vision, 401K, and other possible benefits as provided.  Benefits are subject to change with or without notice.

Company Information:

Cherokee Nation System Solutions (CNSS) is a part of Cherokee Federal – the division of tribally owned federal contracting companies owned by Cherokee Nation Businesses. As a trusted partner for more than 60 federal clients, Cherokee Federal LLCs are focused on building a brighter future, solving complex challenges, and serving the government’s mission with compassion and heart. To learn more about CNSS, visit cherokee-federal.com.

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Cherokee Federal is a military friendly employer. Veterans and active military transitioning to civilian status are encouraged to apply.

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Legal Disclaimer: Cherokee Federal is an equal opportunity employer. Please visit cherokee-federal.com/careers for information regarding our Affirmative Action and Equal Opportunity Employer Statement, and Accommodation request.

Many of our job openings require access to government buildings or military installations. Candidates must pass pre-employment qualifications of Cherokee Federal.

.  For more information, visit cherokee-federal.com.