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IT Support Technician – Monterey, CA (#15637)

Temporary (4 week assignment) 

Cherokee Nation Operational Solutions (CNOS) provides a complete line of medical equipment and supplies along with innovative office products and services to businesses and health care facilities throughout North America. Wholly owned by Cherokee Nation, Cherokee Nation Operational Solutions is part of the Cherokee Nation Businesses’ family of companies.

For more company information, visit our site at http://cherokee-os.com/Pages/Home.aspx    

The IT Support Techs manage and coordinate the handling of incidents, problems, service, and change requests for end users of the Cerner EHR within the DoD. The IT Support Techs manage life cycle of incidents, problems, and service requests including fulfillment, verification, and closure. The IT Techs support multiple tiers in accordance with the Tier Level Definitions.

The IT Support Tech provides appropriate communication to IT users and serves as a point of coordination for other IT groups and processes such as Incident Management, Service Request Fulfillment, Problem Management, and Change Management

IT Support Technician

Essential Duties and Responsibilities

  • Provide IT technical support and report on the status of all projects, incidents, requests, and issues
  • Coordinate with the Government Service integrator and other service providers to resolve incidents and problems, and fulfill service requests as they relate to the integration of the Cerner application
  • Provision user accounts within Cerner
  • Provide an interface between Government application support teams, other Government managed partners, and third party providers
  • Support Incident, Problem, and Request Management processes leveraging the ITIL service framework and best-business practices related to Cerner
  • Troubleshoot, prioritize, research, and document user problems thoroughly and accurately within tickets.  If unable to resolve an issue, escalate to the proper higher tier team in conjunction with escalation guidelines
  • Provide end user support for hardware, software, and associated peripherals supporting Cerner at the MTF (including Government Furnished Property (GFP))
  • Track, stage, configure, and install end user hardware, software, and associated peripherals (including GFP) to support Cerner implementation
  • Track equipment deliveries and schedule installation of any end user hardware received at the location in accordance with jointly developed implementation plans
  • Configure and deploy end user hardware and software in accordance with the Government provided SOPs
  • Removing legacy equipment; staging assets in the warehouse; decommissioning equipment; properly labeling equipment
  • Coordinate with designated government Point(s) of Contact (POC), (ex. Hand Receipt Holders/Logistics), to ensure hardware, inventory, and tracking is appropriately accounted for

 

Supervisory/Management Authority

  • No supervisory/management authority.

 

Education and/or Experience

  • Must have demonstrated incident, problem, and request management processes leveraging the Information Technology Infrastructure Library (ITIL) service framework and best-practices.
  • Must have demonstrated experience with managing a ticketing system (Remedy)
  • Must possess required certifications per DoD 8570.1M for privileged level access.
  • A Bachelor’s Degree in Information Systems, business, Communications or related field is preferred or four (4) to six (6) years of equivalent experience
  • Must have a minimum of two (2) years Cerner experience
  • Proficiency in using Government provided helpdesk system/help desk ticketing software to log, monitor, document, and close network trouble tickets to include but not limited to (Global Service Center (GSC) BMC Remedy)
  • Must possess a valid CAC
  • Security+ certification is required

 

Work Environment

  • This position is primarily performed in a climate controlled office setting.  

 

With $400 million in annual revenue, 20% growth per year, approximately 950+ active contracts serving 60+ government agencies in 25 countries, 47 states, 2 territories and 2000+ employees, Cherokee Nation Businesses’ (CNB) group of Federal Contracting Section 8(a) companies is well positioned to deliver expertise needed to solve complex technical issues. Federal Solutions provides an array of services for 12 of the 15 cabinet-level departments and agencies – from applications and data services to cybersecurity and national defense.

Why consider Cherokee Nation and our Federal Solutions business? Here are some great resources highlighting what we do and compelling reasons for joining our team!

http://cherokeenationbusinesses.com/Pages/home.aspx

http://cherokeenationbusinesses.com/careers/Pages/home.aspx

http://cherokeenationbusinesses.com/federalSolutions/Pages/overview.aspx

Applicants selected will be subject to a U.S. Government security investigation and must meet eligibility requirements for access to classified information.

We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, gender identity and sexual orientation. If you’d like more information about your EEO rights as an applicant under the law, please copy and paste the links to the following two sites: EEO Statement | EEO Poster

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may email “CNB.Compliance@cn-bus.com” for assistance. This email address is for accommodation requests only and cannot be used to inquire about the application process or status.

For Pay Transparency Non Discrimination provision, please copy and paste the following link: Pay Transparency Nondiscrimination Provision

We maintain an Affirmative Action Plan for the purpose of proactively seeking employment and advancement for qualified protected veterans and individuals with disabilities. Upon request, we will schedule time to make our Affirmative Action Plan accessible. If you are interested, please submit a written request with the email subject line: 2018 Request to View Affirmative Action Plan to the Compliance Administrator at “CNB.Compliance@cn-bus.com” This email box is not for resumes or follow up on job applications.