Desktop Technician III

Overview

Employment in this role is conditional upon successful execution of the contract by the client.

 

The Work

 

The Desktop Technician III is responsible for providing IT support, troubleshooting, and system maintenance. This role demands a high level of technical knowledge, excellent problem-solving skills, and the ability to work independently or collaboratively on complex issues. The Desktop Technician III provides Tier II/ support, ensures compliance with organizational IT standards, and contributes to process improvement initiatives to enhance user satisfaction and operational efficiency.

 

This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.

Responsibilities

Key Responsibilities

• Responsible for providing independent, on-site Tier II IT support to the client’s users across regional offices, agencies, schools, and law enforcement facilities.
• Install, configure, and troubleshoot hardware (desktops, laptops, mobile devices, printers, peripherals) and software (Microsoft Windows OS, Microsoft Office, Google Mail, specialized applications such as GIS and AutoCAD).
• Diagnosing and resolving complex operational issues with minimal guidance.
• Perform printer setup.
• Network connectivity support and VoIP equipment maintenance.
• Imaging and deploying devices.
• Provide basic end-user training and guidance.
• Document all incidents, resolutions, and actions in the ticketing system.
• Assist Field Support Managers and escalating to higher tiers when required.
• Ensure compliance with security protocols.
• Travel to other client sites outside the primary duty station to maintain service continuity in urban and remote rural/tribal areas.
• Other duties as assigned.

Qualifications

Qualifications – Here’s What You Need

• Associate Degree or combination of education and experience, or tradeoff between all of them.
• A minimum of 3 years of related technical experience in supporting desktop computers, laptop computers, mobile devices, printers, scanners, local area networks, servers and network switches.  Support would include (but not limited to): installing and troubleshooting both hardware and software.  Ability to support Microsoft operating systems.
• Working knowledge of general office software such Microsoft Office and Google mail.
• The ability to support specialized software such as GIS and AutoCAD and software unique to the client (or similar software or general business application support is acceptable). 
• Familiarity with standalone and network computers, local area networks, and wide area networks, with the ability to work with minimal guidance.
• Must obtain and maintain a favorable adjudicated NACI (National Agency Check with Inquiries).
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Strong interpersonal skills with the ability to communicate in a professional, and articulate manner to individuals from diverse backgrounds.
• Excellent verbal and written communication skills.
• Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
• Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
• Must be self-motivated and able to work well independently as well as on a multi-functional team.
• Strong customer service and de-escalation skills.
• Ability to handle sensitive and confidential information appropriately.
• Must be extremely detail-oriented and well organized.
• Ability to research and learn new software as the situation dictates.

Our Commitment to you / overview of benefits

• Medical, Dental and Vision Insurance; Wellness Program.
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter).
• Short-Term and Long-Term Disability options.
• Basic Life and AD&D Insurance (Company Provided).
• Voluntary Life and AD&D options.
• 401(k) Retirement Savings Plan with matching after one year.
• Paid Time Off.

 Reports to: Project Manager

 

Working Conditions

• Professional office environment, with the ability to work onsite.