IT Support Technician

IT, Technician, Management, Change Management, Medical Device, Systems, BMC, CCNA, Security, Network, Library
Full Time

Job Description

Zachary Piper Solutions is looking for an IT Support Technician. 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. Act as a contributor or member of a team for projects within a defined area of responsibility provide IT support in order to supplement the on-site IT resources. Perform a combination of routine, multiple and varying assignments under the general direction of the PM.

  • IT members will work close with site Bio-Medical Device POC and IT/Device POC.
  • 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 MHS GENESIS.
  • 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.
  • 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 the MTF.
  • Track, stage, configure, and install end user hardware, software, and associated peripherals (including GFP) to support 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.
  • Provide daily summary report to PM.
  • Cerner experience or familiarity with Cerner systems is a plus.



  • A Bachelor's Degree in Information Systems, business, Communications or related field is preferred or four (4) to six (6) years of equivalent experience.
  • Experience 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).
  • Experience working in DoD/military environment.
  • Must possess a valid CAC or ability to acquire one before start of employment.
  • Must possess one of the following certifications:
    • A+ CE
    • CCNA-Security
    • Network+ CE
    • S SCP

  • Demonstrated incident, problem, and request management processes leveraging the Information Technology Infrastructure Library (ITIL) service framework and best-practices.
  • Experience working in military healthcare environment.
  • Proficient experience with managing a ticketing system (Remedy).
Dice Id : 10430981
Position Id : 39926
Originally Posted : 2 months ago
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