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

The Work

The Help Desk Technician I is responsible for addressing Tier 1 IT technical support inquiries in a professional and efficient manner. This role involves managing and thoroughly documenting customer support issues, remediation efforts, and customer satisfaction outcomes through a structured system designed for task resolution. The Help Desk Technician I ensures the maintenance of positive customer relationships by handling all requests with tact, courtesy, and professionalism.

This role primarily manages routine or basic support cases with lower complexity, adhering to predefined procedures and established scripts. More advanced or complex customer inquiries are escalated to higher-level Service Center Technicians as appropriate.

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

• Manage and document customer support issues, remediation and customer satisfaction using a structured system for task resolution.
• Maintain favorable customer relations by handling requests in a tactful and professional manner.
• Handles calls of less complexity and are primarily routine or basic in nature.
• Follow basic procedures and scripts.
• More complex customer inquiries may be passed to higher level Service Center Technicians.
• Other duties as assigned.

Qualifications – Here’s What You Need

• Must possess a High School Diploma or GED.
• A minimum of six months’ 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.