The Help Desk 1 Technician is integral to the IT infrastructure's operations at our client’s Community Development Agency. The primary focus of this role is to provide front-line technology support by answering and responding to inbound calls/emails in a timely and professional manner, gathering and analyzing information about the customer’s issue and determination of the best way to resolve the problem.

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

• Providing end-user technical support, addressing operational questions and concerns to facilitate day-to-day functions.
• Provides basic support and troubleshooting, including password resets, printer configurations, break/fix instructions, website content updates, creates accounts and configure hardware as part of on‐boarding process, supports audio and video equipment in conference rooms.
• Support for more complex issues where configuration solutions have already been documented.
• May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
• Responsible for ensuring that all support calls/emails are properly documented in the tracking system, escalating issues as appropriate, and communicating trends to management. 
• Provide service and preventive maintenance activities on terminals, printers, personal computers, etc.
• Read and comprehend technical service manuals and publications.
• Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
• Other duties as assigned

Here’s What You Need

• 3 years’ experience delivering superior customer service (written, verbal, and in-person) across multiple
• 2 years’ experience working with customers across all levels of technological proficiency.
• 2 years’ experience in the support of computers, the use of applicable programs and systems (such as Microsoft Office Suite, Windows 10, and Adobe products), and troubleshooting information systems
• 1 years’ experience with active directory
• 1 years’ experience with cloud platforms and technologies like Microsoft Azure

• In-depth knowledge of computer hardware, software, and networks.

• 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 Required:

• Demonstrated problem-solving skills and the ability to work under pressure.
• Strong customer service orientation with effective communication 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.

Desired Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Additional certifications such as CompTIA A+, CompTIA ITF+, Network+, or Cisco Certified Network Associate (CCNA).
• A strong desire to grow and advance within an organization with an opportunistic landscape
• A strong desire to grow and advance within an organization with an opportunistic landscape
• Experience in a government or public service-oriented environment.

Reports to: Account Manager

Working Conditions

• Professional office environment.
• Ability to work on-site in Austin, TX
• Normal business hours are Monday through Friday from 8:00 AM to 5:00 PM
• 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.
• Ability to perform physical activities such as managing computer hardware components, which may require lifting up to 50 lbs.
• 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.

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.