Customer Support Specialist, Technician

Cherokee Federal

Customer Support Specialist providing Tier I technical support and training for Virtual Health systems. Responsibilities include troubleshooting and maintaining clinical IT infrastructure.

Posted 6/23/2026full-timeRemote • Texas • 🇺🇸 United StatesJunior💰 $62,000 - $66,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Medical
Dental
Vision
401K
other possible benefits as provided

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootinginstallationrepairimagingconfigurationend-user trainingincident managementremote accessprocess improvement

Soft Skills

communicationorganizationproblem-solvingtrainingcollaborationcustomer serviceattention to detailtime managementadaptabilityreporting

Certifications

CompTIA Security+CompTIA A+DoD 8570.01-M IAT Level IDoDD 8140.01 IAT Level I