SME Computer User Support Specialist

Overview

About Cayuse Technologies:

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.

Primary Focus

The SME Computer User Support Specialist is 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. Provide support for USACE COOP activities and USACE-approved training for new technology deployment at CONUS and OCONUS locations. This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.

Responsibilities

Job Responsibilities

• Provides technical assistance to computer users.
• Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
• May provide assistance concerning 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.
• Has 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 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.
• 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

Minimum Job Skills and Qualifications

Minimum Qualifications:

• Associates Degree
• 9 years of experience in Computer User Support
• Ability obtain and maintain Secret clearance.

• 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 analytical and follow through skills.
• Strong verbal and written communications skills.
• Ability to work well independently on defined tasks.
•  Ability to work well as part of a team.

• High proficiency in Microsoft Office; including but not limited to: Word, Excel, PowerPoint, and other general software applications.

Preferred Qualifications:

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

Salary : $40 - $60