Senior Computer User Support Specialist

3 weeks ago

Rock Island Illinois, United States Cayuse Shared Services Full time
Overview:
Cayuse Technologies launched in 2006 as a US-based alternative to offshore technology delivery centers, providing information technology solutions and subject matter expertise to our clientele. Cayuse focuses on federal markets and missions and is an SBA tribal 8(a) certified company. Cayuse brings significant past performance and excellent CPARS to its clients at an exceptionally competitive price. Cayuse's 41,000 sq. ft. technology delivery center is fully redundant and prepared to meet the needs of government. Our clients include DHS, DHA, DoS, USMC, US Army, HHS/Indian Health Service, Department of Interior, Bureau of Indian Affairs, Bureau of Indian Education, among many more.

Responsibilities:
The Senior Computer User Support Specialist Provides technical assistance to computer users. This position answers questions or resolve computer problems for clients in person, or via telephone or electronically. Provides recommendations on equipment and manage full-asset management lifecycle from acquisition to disposition IAW USACE policies. Responsible for day-to-day logistics of deploying integrated solutions, including scheduling, provisioning, imaging, patching, securing, sanitizing, testing, tracking, distribution, storage, and transportation of assets. All duties and responsibilities performed in accordance with the Core Values of Cayuse.

 

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 escalate 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 restoral 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:
Minimum Qualifications:

Associates Degree

6 years of experience in Computer User Support

Comprehensive knowledge of IT Technical Support

Knowledge of Lifecycle Replacement of Equipment

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

Public Trust 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:

Self-starter with the ability to learn new tasks and skills.

Strong organization and communications skills.

Ability to multitask and have practical time management skills.

Team Player

Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint.

 

Preferred Qualification:

COMPTIA Security Certification, preferred.

 

Reports to: Vice President, Business Development

 

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.

Polished office protocols, high-tempo communication streams and working conditions.

Must be able to work varying work schedules and/or extended hours to meet business needs and project deadlines.

  Must be able to attend and conduct in person and virtual meetings as needed.

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 may change at any time with or without notice.

Affirmative Action/EEO Statement: Cayuse embraces diversity and equal opportunity in a serious way. We celebrate diversity and are committed to creating and building a team that represents a variety of backgrounds, perspectives, and skills. Cayuse, and all of its subsidiaries, are proud to be an equal opportunity workplace and are an affirmative action employer.

 

Pay Range:
USD $34.00 - USD $38.00 /Hr.

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