Senior Computer User Support Specialist

Job Description

Job Description

Overview

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

The Work

The Senior Computer User Specialist will deliver comprehensive, around-the-clock IT technical support to authorized end users across a wide range of domestic and international sites. Responsibilities include ensuring the optimal configuration, installation, and ongoing maintenance of information systems and related services, thereby facilitating uninterrupted operational functionality and user productivity at all supported locations.

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

• Provides technical assistance to computer users.
• Identifies logs and track user issues, software conflicts and hardware device conflicts through IT incident ticketing system; provide resolution and/or escalating to next Tier for assistance.
• Updates and maintain a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
• Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
• Possesses and applies a comprehensive knowledge across key tasks and high impact assignments.
• Plans and leads major technology assignments.
• Evaluates performance results and recommends major changes affecting short-term project growth and success.
• Functions as a technical expert across multiple project assignments.
• Deliver 24/7/365 IT technical support to approved seat service USACE end users at 1650 different CONUS and OCONUS locations and sites to ensure proper configuration, installation, and maintenance of data input/output devices to include 40,000 laptops/tablets/workstations, 13,000 mobile devices, 32,000 VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices.
• Provide timely restoration and proper maintenance of USACE laptops/tablets/workstations and peripheral devices.
• Provide recommendations on lifecycle replacement of equipment and manage full-asset management lifecycle from acquisition to disposition IAW USACE policies.
• Other duties as assigned.

Qualifications

Qualifications – Here’s What You Need

• Associates Degree.
• 6 years of experience in Computer User Support.
• Comprehensive knowledge of IT Technical Support.
• Knowledge of Lifecycle Replacement of Equipment.
• Current DoD 8570 IA Baseline Certification, IAT Level I (examples: A+ CE, Network+ CE, SSCP, CCNA-Security certifications).
• COMPTIA Security Certification.
• Current DoD 8570 IA Baseline Certification, IAT Level I (examples: A+ CE, Network+ CE, SSCP, CCNA-Security certifications).
• COMPTIA Security Certification.
• Secret Clearance is required.
• 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:

• Must possess problem-solving skills.
• Exceptional communication skills, both oral and written
• Ability to respond effectively to customers with a sense of urgency.
• Proficient in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, Acrobat, etc.
• Highly motivated with the ability to handle and manage multiple tasks at any one time.
• Ability to forge new relationships, individual and teaming in nature.
• Must be a Self-starter, that can work independently and as part of a team.

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: Program Manager

Working Conditions

• Professional office environment with the ability to work on-site.
• Must be physically and mentally able to perform duties 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 sit for long periods of time looking at computer screen.
• May be asked to work a flexible schedule which may include holidays.
• May be asked to travel for business or professional development purposes.
• May be asked to work hours outside of normal business hours.

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 may change at any time with or without notice.

Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.