Employment in this role is conditional upon successful execution of the contract by the client.

The Work

The Help Desk Technician IV Lead will support the most complex technical support requests for the client’s user base.

This role will manage intricate IT issues, the Service Center Technician IV is responsible for documenting customer support activities, tracking remediation efforts, and ensuring customer satisfaction through a structured system for task management. This role independently analyzes and resolves operational issues within the technical support center and collaborates with client stakeholders. Furthermore, the Service Center Technician IV plays a pivotal role in generating reports on technical support activities, overseeing IT property accountability, conducting meetings, and managing event schedules.

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 in deliverables.

Key Responsibilities

• Handle the most complex IT technical support requests for the client’s user base and lead the other Service Center Technicians in direction of providing the utmost support.
• Manage and document customer support issues, remediation and customer satisfaction using a structured system for task resolution.
• Analyze and resolve operational issues for the technical support center and shall assist the Federal Functional Lead in prioritizing tasks for the Service Center Technicians that are working on task resolution.
• Provide reports for technical support activity, property accountability, lead meetings and event schedules.
• Other duties as assigned.

Qualifications – Here’s What You Need

• Associate’s degree (bachelor's degree preferred) or Certificates from technical training institute.
• A minimum of five (5) years of computer support experience. 
• Familiar with standalone and network computers and associated peripheral devices.
• Requires successful completion of a Public Trust Adjudication.
• 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.
• Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.

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 office environment, with the ability to work onsite in the main office.
• 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.