Customer Support Specialist, Technician

This is a fully remote position, open to applicants in Texas.

📋 Description

• Deliver Tier I technical support and training for end-users in the Virtual Health (VH) GlobalMed VH Equipment Program, as well as other remote VH clinical systems, including installation assistance and testing.

• Generate, oversee, and resolve trouble/incident tickets (Remedy) within the designated timeframe or escalate according to Knowledge Base guidelines.

• Function as a system technician in a Win10 environment, responsible for installing and maintaining Windows 10 clients and their associated peripheral devices.

• Install, troubleshoot, repair software-based teleconferencing equipment, and oversee the installation of medical device clients.

• Coordinate responses to requests from over 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.

• Serve as the Reports Manager in Joint Knowledge Online (JKO), tracking and reporting training necessary for delivering Virtual Health Services to DHA Enterprise Providers and other designated personnel.

• Maintain the Site Access List (SAL) to provide 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 as user locations require.

• Create and manage accounts for Composite Health Care System (CHCS)/Armed Forces Health Longitudinal Technology Application (AHLTA)/ESSENTRIS platforms for VMC clinical staff, offering 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 protocols.

• Train market representatives and providers in the usage of MHS Video Connect as accounts are established. Assist users with any issues related to MHS Video Connect sessions, if necessary.

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

• Carry out equipment issue tracking and resolution tasks.

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

• Engage in continuous process improvement initiatives and suggest modifications to SOPs or Knowledge Base.

⛳️ Requirements

• Must fulfill DoD 8570.01-M and DoDD 8140.01 IAT Level I certification requirements within 6 months of commencing performance.

• CompTIA Security+ certification is required prior to beginning duties.

• CompTIA A+ certification is preferred.

• A minimum of six months of experience in the IT field is required.

• Must successfully complete pre-employment requirements set by Cherokee Federal.

🏝️ Benefits

• Medical

• Dental

• Vision

• 401K

• Additional benefits may be provided.