Senior Helpdesk Technician

Overview

About Cayuse Technologies, LLC:

Cayuse Technologies, LLC is a Small Business Administration (SBA) Tribal 8(a) certified technology and government solutions provider. Founded in 2006, our past performance spans both private and public sectors, providing innovative solutions and delivery excellence across a range of information technology, and government client missions, focused on minimizing risk through the delivery of quality outcomes.

 

Primary Focus:

The Helpdesk Technician will support end users for the IT Help Desk Support Services contract. All duties and responsibilities are performed in accordance with the Core Values of Cayuse.

Responsibilities

Key Responsibilities:

• Ability to work shifts between 9:00 AM to 6:00 PM (Monday to Friday) 
• Meet daily IT operational requirements of approximately 1600 users. 1000 - 1200 (tickets per month).
• Quickly respond to and resolve tickets with senior level government/military officials (20 tickets per month).
• Provide support during contingencies or planned exercises at alternate site (2 per year).
• Oversee operations and control access of SIPR café.
• Provide Tier 1/2 service to customers at walk-up window.
• Imaging workstations incorporating Directory & Resource Administrator (DRA) for policy enforcement.
• Install and test software capabilities prior to releasing computers to end users.
• Update required hardware drivers.
• Verify and provide campus wide and vault access utilizing Computer Coordinated Universal Retrieval Entry (CCURE) system.
• Provide effective management of validated IT hardware and software requests.
• Manage organizational accounts via Enterprise Service Dashboard.
• Configure new cubicle hardware installs and associated cabling.
• Provide a trouble ticket number for all interactions requiring touch support services. Close a minimum of 90% of all trouble tickets presented daily.
• Ensure the end user is notified directly by a help desk representative prior to closing a trouble ticket.
• Other duties as assigned.

Qualifications

Qualifications – Here’s What You Need:

• Possess a bachelor’s degree or minimum of 5 years’ IT experience.
• Possess Security + certification
• Top Secret/SCI Security Clearance or the ability to obtain one.
• 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.

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

Minimum Skills:

• Excellent verbal and written communication skills.
• Excellent interpersonal, negotiation, and conflict resolution skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to act with professionalism and confidentiality.
• Skill in managing multiple priorities and tasks concurrently to meet deadlines while establishing and maintaining cooperative working relationships with others.
• Proficient with Microsoft Office Suite or related software.

Reports to: Program Manager

 

Working Conditions:

• Professional office environment
• Must be physically and mentally able to perform duties for extended periods of time. Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to work varying work schedules and/or extended hours to meet business needs and project deadlines. Normal duty hours are two shifts covering 6am to 6pm, Monday through Friday.
• May be asked to travel for business or professional development purposes.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities m