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This role oversees daily service desk operations, drives ITSM best practices, and ensures fast, high‑quality technical support for clinical and administrative users. Other RequirementsEmployee must not be under sanction by the U.S. Department of Health and Human Services (OIG), the General Services Administration (GSA), or listed on the LEIE or any federal exclusion list.

Job Summary:
<p> </p><table style="width:817.641px;border-collapse:collapse;height:380px;border:medium none"><tbody><tr style="height:308px"><td style="width:809.453px;padding-top:0in;padding-right:5.4pt;padding-bottom:0in;border:medium none"><p>The Health Service Desk Supervisor leads a team of IT Help Desk Specialists who support the technology used across Cherokee Nation’s health system. This role oversees daily service desk operations, drives ITSM best practices, and ensures fast, high‑quality technical support for clinical and administrative users.</p><ul><li><div style="text-align:left">Lead, coach, and develop IT Help Desk Specialists; manage scheduling, workload balancing, and performance accountability.</div></li><li><div>Champion ITSM best practices aligned with ITIL or similar frameworks.</div></li><li><div>Develop, document, and enforce SOPs, escalation paths, and service desk workflows.</div></li><li><div>Administer and optimize the ITSM/ticketing platform for accurate logging, routing, and reporting.</div></li><li><div>Direct the full lifecycle of Incident Management to ensure timely and effective resolution.</div></li><li><div>Drive continuous improvement initiatives to increase first‑call resolution, reduce MTTR, and improve end‑user satisfaction.</div></li><li><div>Produce performance dashboards and reports for IT leadership, including incident volume, SLA adherence, and team productivity.</div></li><li><div>Oversee daily ticket assignment, tracking, and follow‑up.</div></li><li><div>Support installation, testing, and maintenance of hardware, software, and peripheral equipment as needed.</div></li></ul></td></tr><tr style="height:72px"><td style="width:809.453px;padding-top:0in;padding-right:5.4pt;padding-bottom:0in;border:medium none"> </td></tr></tbody></table>

Job Duties:
<table style="width:717px;height:670px;border:medium none"><tbody><tr style="height:342px"><td style="width:708.812px;padding-top:0in;padding-right:5.4pt;padding-bottom:0in;border:medium none"><ul><li><div>.</div></li></ul><pre> </pre></td></tr><tr style="height:59px"><td style="width:708.812px;padding-top:0in;padding-right:5.4pt;padding-bottom:0in;border:medium none"> </td></tr><tr style="height:59px"><td style="width:702.625px;padding:0in 5.4pt;border:medium none"> </td></tr><tr style="height:210px"><td style="width:702.625px;padding:0in 5.4pt;border:medium none"> </td></tr></tbody></table>

Qualifications:
<p> </p><table style="width:1619px;border-collapse:collapse;border:none;height:124px"><tbody><tr><td style="width:539.75pt;border:none;padding:0in 5.4pt 0in 5.4pt"><table style="width:642px;border-collapse:collapse;height:622.516px;border:medium none"><tbody><tr style="height:371px"><td colspan="2" style="width:633.812px;padding-top:0in;padding-right:5.4pt;padding-bottom:0in;border:medium none"><ul><li><div>Bachelor’s degree or equivalent combination of education and experience.</div></li><li><div>Minimum 3 years of IT support or service desk experience.</div></li><li><div>Leadership or team‑lead experience preferred.</div></li><li><div>Strong troubleshooting, customer service, and problem‑solving skills.</div></li><li><div>Familiarity with ITSM/ITIL frameworks.</div></li><li><div>Valid driver’s license and insurable driving record.</div></li></ul><p> </p><div><strong>Competencies</strong></div><ul><li><div>Ability to work effectively as part of a team</div></li><li><div>Strong customer service skills</div></li><li><div>Technical expertise and computer proficiency</div></li><li><div>Problem‑solving and debugging skills</div></li><li><div>Problem management and incident resolution</div></li></ul><p> </p><div><strong>Physical Requirements</strong></div><div>This position requires regular sitting, talking, and hearing. Occasional standing, walking, reaching, balancing, kneeling, crouching, or crawling may be required. Must be able to frequently lift up to 10 lbs. and occasionally lift up to 100 lbs.</div><div> </div><div> </div><div><strong>Other Requirements</strong></div><div>Employee must not be under sanction by the U.S. Department of Health and Human Services (OIG), the General Services Administration (GSA), or listed on the LEIE or any federal exclusion list.</div></td></tr><tr style="height:216.141px"><td style="width:306.594px;padding:0in 5.4pt;border:medium none"> </td><td style="width:306.656px;padding:0in 5.4pt;border:medium none"> </td></tr><tr style="height:15px"><td colspan="2" style="width:627.625px;padding:0in 5.4pt;border:medium none"> </td></tr><tr style="height:20.375px"><td colspan="2" style="width:627.625px;padding:0in 5.4pt;border:medium none"><p> </p></td></tr></tbody></table></td></tr></tbody></table>

Cherokee Nation

Supervisor, Health Service Desk

Best Practices

Clinical Support

Coaching

Computer Maintenance

Computer Skills

Continuous Improvement

Customer Satisfaction

Customer Support/Service

Department of Health and Human Services

Driver's License

Healthcare

Help Desk

IT Service Management (ITSM)

ITIL (IT Infrastructure Library)

Identify Issues

Incident Management

Information Technology & Information Systems

Leadership

Lift/Move 100 Pounds

Operations

Performance Analysis

Peripheral Hardware

Problem Solving Skills

Process Improvement

Reporting Dashboards

Schedule Development

Service Level Agreement (SLA)

Software Administration

Team Lead/Manager

Team Player

Technical Leadership

Technical Support

Testing

Time Management

[AW]-iCims

The ideal candidate will have strong troubleshooting abilities, excellent communication skills, and the ability to work independently while supporting a wide range of IT systems and applications. System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America.

<p><strong>Overview</strong></p><p><br/> We are seeking a skilled and customer-focused <strong>Technical Support Analyst II</strong> to provide advanced technical support to end-users. This role serves as the escalation point for complex issues that cannot be resolved at the Tier I level. The ideal candidate will have strong troubleshooting abilities, excellent communication skills, and the ability to work independently while supporting a wide range of IT systems and applications.</p><p><br/><strong>Key Responsibilities</strong></p><ul><li><strong>Technical Support</strong><ul><li>Provide second-level support for hardware, software, and network issues. </li><li>Troubleshoot and resolve escalated tickets from Help Desk I staff. </li><li>Assist with installation, configuration, and maintenance of desktop systems and applications. </li></ul></li></ul><ul><li><strong>System Administration Assistance</strong><ul><li>Support user account management, permissions, and access controls. </li><li>Perform routine maintenance tasks such as updates, patches, and backups. </li><li>Assist in monitoring system performance and security. </li></ul></li><li><strong>Customer Service</strong><ul><li>Communicate effectively with end-users to understand and resolve technical issues. </li><li>Document solutions and provide clear instructions to users. </li><li>Deliver training and guidance on IT best practices when needed. </li></ul></li><li><strong>Collaboration & Escalation</strong><ul><li>Work closely with Systems Administrators and IT staff to resolve complex problems. </li><li>Escalate unresolved issues to Tier III or specialized teams as appropriate. </li><li>Contribute to knowledge base documentation for recurring issues. </li></ul></li><li><strong>Continuous Improvement</strong><ul><li>Identify opportunities to improve support processes and efficiency. </li><li>Stay current with emerging technologies and recommend improvements. </li><li>Participate in IT projects and system upgrades as assigned. </li></ul></li></ul><strong>Qualifications</strong><ul><li>Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience). </li><li>2–4 years of experience in IT support or help desk roles. </li><li>Strong knowledge of Windows and/or macOS environments, Microsoft Office, and common business applications. </li><li>Familiarity with networking basics (TCP/IP, DNS, DHCP) and remote support tools. </li><li>Excellent problem-solving, communication, and customer service skills. </li><li>Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Desktop Support Technician) are a plus. </li></ul>System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.<br/><br/>System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.<br/><br/> Ref: #208-Rowland Tulsa<p><br/></p>

<p style="color: var(--silver); font-size: 20px">Every day, System One focuses on services and solutions that require a high degree of specialization, in-demand technical skills, and large-scale operational expertise. We are essential partners to those on the front lines of our nation’s most critical infrastructure, technology, and life sciences initiatives. </p>
<p style="color: var(--silver); font-size: 20px">Founded more than 40 years ago as a staffing partner to the engineering industry, today System One is a diversified organization operating in over 50 locations and putting more than 9,000 people to work in the United States, Canada, and the United Kingdom.</p>

System One

Technical Support Analyst II

2nd Level Support

Access Control

Analysis Skills

Business Solutions

Communication Skills

CompTIA A+

CompTIA Network+

Computer Science

Customer Relations

DHCP (Dynamic Host Configuration Protocol)

DNS (Domain Name System)

Desktop PC

Documentation

Emerging Technology

Hardware Administration

Information Systems/Technology IS/IT Administration

Knowledge Base

MCDST - Microsoft Certified Desktop Support Technician

Mac Operating System

Microsoft Office

Microsoft Windows Operating System

Outsourcing

Service Delivery

Software Patches

Systems Administration/Management

Systems Maintenance

TCP/IP (Transmission Control Protocol/Internet Protocol)

User Account Administration

Snaphop

Employee must not and will not be under sanction by the United States Department of Health and Human Services Office of the Inspector General (OIG) or by the General Services Administration (GSA) or listed on the OIG’s Cumulative Sanction Report, or the GSA’s List of Excluded Providers, or listed on the OIG’s List of Excluded Individuals/Entities (LEIE). Job Duties: Routine duties shall include providing health care services to individuals eligible for services in accordance with the self-governance compact and funding agreement between the Cherokee Nation and United States executed under the authority of the Indian Self-Determination and Education Assistance Act.

Job Summary:
<p style="margin:0px;text-align:justify">Analyzes, implements, and supports existing and new systems, and software related to the health information system. Responsible for the software implementations, upgrades, configurations, and support of one or more applications or systems. This includes coordinating all aspects of sustaining clinical applications in the health information systems environment. Works as part of the health information technology team to provide analysis prior to the implementation of applications and resolves application problems and support. Monitors, evaluates, and documents resolutions to all issues related to the user or the system in the various applications, processes, or systems.</p>

Job Duties:
<p style="margin:0px;text-align:justify">Routine duties shall include providing health care services to individuals eligible for services in accordance with the self-governance compact and funding agreement between the Cherokee Nation and United States executed under the authority of the Indian Self-Determination and Education Assistance Act.  Manages the deployment of new applications and enhancements to existing applications.  Assists in the planning, designing, and developing of new applications and enhancements to existing applications.  Meets with decision makers, systems owners, and end users to define requirements, system goals, and identify and resolve any other system issues.  Ensures compatibility and interoperability with the current health information system hardware and software.  Reviews and analyzes the effectiveness and efficiency of existing systems and develops strategies for improving or further leveraging these systems.  Monitors system performance and any application error trap or error log.  Ensures and maintains all user and patient confidentiality through-out the health information system.  Creates required and ad hoc reports in response to health services user needs.  Participates in negotiations with vendors, outsourcers, and contractors to secure software products and services.  Develops, documents, and maintains policies, procedures, and associated training plans for system support staff and appropriate end users.  Manages end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance.  Ensures the integrity and security of enterprise data on host computers, multiple databases, and during data transfer in accordance to health services needs and industry best-practices regarding privacy, security, and regulatory compliance.  Provides 24 hour on-call support (24 x 7) to assist with implementing, debugging, and supporting the health information system.  Adheres to and supports Cherokee Nation and Health Services accrediting agency standards, policies, and procedures.  Other duties may be assigned.</p><p style="margin:0px;text-align:justify"> </p><p style="margin:0px;text-align:justify"><strong>SUPERVISORY RESPONSIBILITIES</strong><strong>  </strong> </p><p style="margin:0px;text-align:justify">This job has no supervisory responsibilities.</p><p style="margin:0px;text-align:justify"> </p>

Qualifications:
<p style="margin:0px;text-align:justify"><strong>EDUCATIONAL REQUIREMENT  </strong></p><p style="margin:0px;text-align:justify">Bachelor's degree from 4-year college or university; or six years related experience; or equivalent combination of education and experience.</p><p style="margin:0px;text-align:justify"><strong> </strong></p><p style="margin:0px;text-align:justify"><strong>EXPERIENCE REQUIREMENT  </strong></p><p style="margin:0px;text-align:justify">At least one year experience supporting systems in a health care environment.</p><p style="margin:0px;text-align:justify"> </p><p style="margin:0px;text-align:justify"><strong>COMPUTER SKILLS</strong></p><p style="margin:0px;text-align:justify">An individual should have knowledge of Contact Management, Database, Design, Development, Internet, Spreadsheet, and Word Processing software and Order processing systems.</p><p style="margin:0px;text-align:justify"> </p><p style="margin:0px;text-align:justify"><strong>COMPUTER SKILLS</strong></p><p style="margin:0px;text-align:justify">An individual should have knowledge of Contact Management, Database, Design, Development, Internet, Spreadsheet, and Word Processing software and Order processing systems.</p><p style="margin:0px;text-align:justify"> </p><p style="margin:0px;text-align:justify"><strong>CERTIFICATES, LICENSES, REGISTRATIONS  </strong></p><p style="margin:0px;text-align:justify">Must possess a valid driver's license with a driving history verified through a motor vehicle report that meets requirements for Cherokee Nation underwriting rating. </p><p style="margin:0px;text-align:justify"> </p><p style="margin:0px;text-align:justify"><strong>OTHER SKILLS AND ABILITIES  </strong></p><p style="margin:0px;text-align:justify">None required.</p><p style="margin:0px;text-align:justify"><strong> </strong></p><p style="margin-bottom:0.0001pt;text-align:justify"><strong>OTHER QUALIFICATIONS</strong></p><p style="margin-bottom:0.0001pt;text-align:justify">Employee must not and will not be under sanction by the United States Department of Health and Human Services Office of the Inspector General (OIG) or by the General Services Administration (GSA) or listed on the OIG’s Cumulative Sanction Report, or the GSA’s List of Excluded Providers, or listed on the OIG’s List of Excluded Individuals/Entities (LEIE). Comprehends organization goals and objectives. Understands health processes and support systems. Demonstrates project management experience. Understands change management and system quality assurance procedures for application testing. Understanding of relational and non-relational databases and their use in healthcare.</p><p style="margin:0px;text-align:justify"> </p><p style="margin-bottom:0.0001pt;text-align:justify"><strong>PHYSICAL DEMANDS </strong></p><p style="margin-bottom:0.0001pt;text-align:justify">While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to sit and reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds.</p><p style="margin-bottom:0.0001pt;text-align:justify"> </p><p style="margin-bottom:0.0001pt;text-align:justify"><strong>WORK ENVIRONMENT </strong></p><p style="margin-bottom:0.0001pt;text-align:justify">While performing the duties of this job, the employee will occasionally work in high, precarious places and is at a risk of electrical shock.  The noise level in the work environment is usually moderate.</p>

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Supervisor, Health Service Desk Cherokee Nation

Technical Support Analyst II System One

Health Information Systems Analyst I, II, III or Sr. Cherokee Nation

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