SME 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 SME Computer User Support Specialist is responsible for managing the daily logistics associated with deploying integrated IT solutions. Duties include scheduling, provisioning, imaging, patching, securing, sanitizing, testing, tracking, distribution, storage, and transportation of IT assets.

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.
• Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
• May help with the use of computer hardware and software, including printing, installation, word-processing, electronic mail, and operating systems.
• Provides technical/management leadership on major tasks or technology assignments.
• Provide day-to-day technical guidance and desk side support technical assistance to team members.
• Establishes goals and plans that meet project objectives.
• Experience with domain and expert technical knowledge.
• Directs and controls activities for a client, having overall responsibility for financial management, methods, and staffing to ensure that technical requirements are met.
• Interactions involve client negotiations and interfacing with senior management. Decision-making and domain knowledge may have a critical impact on overall project implementation.
• Deliver 24/7/365 IT technical support to approved seat service 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 laptops/tablets/workstations and peripheral devices.
• Provide recommendations on lifecycle replacement of equipment and manage full-asset management lifecycle from acquisition to disposition IAW policies.
• Identify logs and track user issues, software conflicts and hardware device conflicts through IT incident ticketing system; provide resolution and/or escalate for assistance.
• Provide desk side technical support services that require technical support or root cause determination that exceeds Tier 1/2 support capabilities.
• Update and maintain a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
• May supervise others.
• Other duties as assigned.

Qualifications

Qualifications – Here’s What You Need

• Associate degree in a related field.
• 9 years of experience in Computer User Support.
• COMPTIA Security Certification, preferred.
• 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: Vice President – Business Development

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.