The IT Support Administrator provides customer service solutions within service level agreements using company and project quality and quantity standards.  It includes providing prompt, reliable, and accurate information to customers while maintaining effective communication.

This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.

• Provides high-quality customer service to the client, responding to requests and issues accurately and promptly.
• Operates within established guidelines and procedures to independently deliver a full range of services to the customer.
• Matches client needs with current products and services and suggests new ones to target client’s unmet needs.
• Use examples and analogies as appropriate to facilitate understanding.
• Ability to document work clearly and accurately.
• Ability to navigate using remote desktop tools to diagnose and troubleshoot desktop support related issues associated with iOS, Windows OS, Microsoft Office tools and OneDrive, Active Directory, Intune, Defender, Network systems, and Printers
• Ability to take phone contacts and answer emails simultaneously

• Provides assistance and information to the customer in a prompt manner.
• Manage continuous improvement through ongoing collection of data and information regarding customer requirements.
• Understand and respond to others’ using active listening skills and tactful communication.
• Ability to perform first-line troubleshooting for customers.
• Ability to resolve issues following the parameters and guidelines of the client.

• Contributes to the accomplishments of team objectives; works collaboratively as a team member towards solutions; solicits input from other team members; demonstrates respect for the ideas and opinions of others; employs trust and openness.
• Ensure customer satisfaction through follow-up and special efforts.
• Assist new employees with training through shadowing opportunities and explanation of work process.

• Other duties as assigned

Here’s What You Need:

• Requires a high school diploma or equivalent
• Ability to change system settings via control panels or system preferences
• Ability to take phone contacts and answer emails simultaneously
• Foundation in Microsoft Office applications
• Ability to navigate common user interface elements, including opening and closing windows, navigation of the file structures through volumes and folders, launch and quit applications, select portions of text or other items using the mouse, copy/cut and paste text, save and print documents
• Sound analytic and cognitive ability to troubleshoot technical problems.
• IT Help Desk experience required
• Previous experience with remote control software is mandatory
  • Know how to use remote software to control desktop to complete troubleshooting and fix issues.
• Knowledge of Outlook/Office 365 troubleshooting
  • Know how to fix frozen Office desktop software
  • Know how to launch Outlook in Safe Mode
  • Know how to fix add-ins that crash
  • Know how to delete and create new Outlook profiles
• Knowledge of Windows Operating System
  • Know how to use FSC Scan to clean Windows OS system
• Printer install and troubleshooting 
  • Know how to test the IP address
  • Know how to install or remove the printer driver
  • Know how to troubleshoot various print quality issues
• IP Address Familiarity
  • Know how to use the ping command and what it does
  • Know what IP config /renew and /release is and what it does
• Internet troubleshooting
  • Know how to clear cache, import bookmarks, update client software and testing issues in multiple clients
  • Know what the difference is between a patch cable and cross over
• Network troubleshooting
  • Know how to test wired and wireless connectivity, including cabling failures
• Mapping Network drives
  • Know how to add and remove mapped drives.
• Microsoft OneDrive
  • Know how to troubleshoot OneDrive issues, including user log-in knowledge and connectivity issues
  • Know how to solve OneDrive freezing or not loading
  • Know how to install and uninstall OneDrive client on desktop
• Microsoft Teams
  • Know how to troubleshoot video and audio issues and client not loading
  • Know how to install and uninstall Microsoft Teams application on desktop
• Active Directory
  • Know how to reset or set passwords
• Intune / Defender
  • Experience with endpoint deployments and management with Intune
  • Experience with configuration and management of Defender
  • Ability to run Intune and Defender reports and presenting information details to client
• Dependable and can be counted on; complete assignments on time and accurately; keeps team members abreast of problems and work progress.
• Demonstrate ability to learn quickly and thrive in high-energy team environment.
• Strong written and spoken communication skills.
• Must be able to work independently, as well as with a team.
• Ability to function in a diverse work environment.
• Experience in a customer service role.

Speaks with clarity, articulation, and is aware of own non-verbal communication

• 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

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 an 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: Director AWS and Google Cloud

Working Conditions

• Professional office environment
• On-call availability for urgent network incidents.
• 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 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.

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.