Customer Support Specialist, Technician

Role Overview

• 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.

Requirements

• 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

Benefits

• Medical
• Dental
• Vision
• 401K
• other possible benefits as provided