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 performs technical, operational, and training support to users and technical teams, for PC desktop hardware, output devices, and software packages. Resolves technical problems in support of customer computer hardware, software, network, system/application access, and telecommunications systems. Provide support for USACE RITS 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.

Job Responsibilities

• Install and test output devices, PC’s, and other peripherals, configure operating system, load shrink-wrap programs and other application software programs
• Troubleshoot output devices, PC’s, and peripheral incidents, performs hardware and software diagnostics, coordinates needed repairs, resolves output device system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software
• Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records
• Maintains and updates records and tracking databases
• Alerts management to recurring problems and patterns of problems
• Handles problems that the first and second-tier support staff is unable to resolve
• May interact with vendors, network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
• Simulates or recreates user problems to resolve operating difficulties
• Recommends systems modifications to reduce user problems
• Maintains currency and highest level of technical skill in field of expertise
• On-site facilitation of PC Tech workload
• Escalation of IT support issues/tickets as needed
• Point of contact for VIP IT support
• ITC/OO notification of outages/policies/procedures
• Liaison for Mettel/NOSC in support of site outages
• Facilitation of circuit testing and turn up (TTU)
• Coordination of response for scheduled /unscheduled power outage
• Other duties as assigned

Minimum Job Skills and Qualifications

Minimum Qualifications:

• Associate’s degree from an accredited college in a related discipline, or equivalent experience/combined education
• 8+ years of professional, applicable experience
• Current DoD 8570 IA Baseline Certification, IAT Level I (examples: A+ CE, Network+ CE, SSCP, CCNA-Security certifications)
• Must obtain appropriate DoD 8570 IA Computing Environment Certification within 6 months of employment
• Comprehensive knowledge of IT Technical Support
• Knowledge of Lifecycle Replacement of Equipment
• Ability to 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:

• Experience using ServiceNow or a similar ticketing system
• Strong analytical and follow through skills
• Strong verbal and written communications skills
• Ability to work well independently on defined tasks
• A strong customer focus and an ability to work well in teams or as an individual
• High proficiency in Microsoft Office; including but not limited to: Word, Excel, PowerPoint, and other general software applications

Preferred Qualifications:

• Prior USACE experience
• Experience working in a DoD environment
• Experience maintaining Xerox, Lexmark, HP, or Ricoh printer devices
• Experience supporting Office 365
• Experience supporting Windows 11

Reports to: Team Lead

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 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.