The Work

The Senior Computer User Support Specialist is responsible for delivering 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. 

This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality and inclusivity in deliverables.

Key Responsibilities

• 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.
• 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.  Identify, 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.
• Update and maintain a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
• Manage and prioritize the allocation of PC support technician workloads to ensure timely issue resolution and service quality.
• Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.
• Troubleshoot printer, computer, and peripheral incidents.
• Oversee the escalation and tracking of complex IT support issues and service tickets, ensuring proper resolution in accordance with established protocols.
• Serve as the primary point of contact for providing high-level technical support to VIP users, delivering proactive and efficient service.
• Coordinate and deliver notifications of outages, policy updates, and procedural changes to ITC/OO stakeholders, ensuring clear communication and compliance with organizational standards.
• Act as a liaison between internal teams and external partners, including Mettel and NOSC, to coordinate support for site-wide outages and ensure prompt restoration of services.
• Facilitate the testing, activation, and troubleshooting of circuits during turn-up (TTU) activities to ensure seamless implementation of new connections.
• Organize and oversee the response to both scheduled and unscheduled power outages, minimizing downtime and safeguarding operational continuity.
• Other duties as assigned.

Qualifications – Here’s What You Need

• Associates degree in relevant field.
• 6 years’ experience in computer user support
• Valid driver’s license, travel may be required.
• Experience supporting Windows 10, and MS Office 2013.
• Experience using ServiceNow or a similar ticketing system.
• Current DoD 8570 IA Baseline Certification, IAT Level I (examples: A+ CE, Network+ CE, SSCP, CCNA-Security certifications)
• COMPTIA Security Certification
• Must possess an active Interim Secret security clearance to start with the ability to obtain and maintain a full Secret
• 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:

• Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
• Exceptional verbal and written communication skills.
• Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
• Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
• Must be self-motivated and able to work well independently as well as on a multi-functional team.
• Ability to handle sensitive and confidential information appropriately

Desired Qualifications:

• 5 years Preferred Hands-on experience with Spring Boot Java Applications.
• 5 years Preferred Hands-on experience with IBM WebSphere Application Server 8 or later.
• 5 years Preferred Hands-on experience with Agile Development Methodologies (preferably Scrum)
• 5 years Preferred Hands-on experience with web applications developed for Cloud platform
• 5 years Preferred Hands-on experience with CI/CD methodology
• 5 years Preferred Hands-on development experience for mobile and tablet platforms

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 and 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: Program Manager

Working Conditions

• Professional hybrid office environment.
• Normal work hours are Monday through Friday; 8-hour shift between 6AM and 6PM local time.
• 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.
• 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.

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.