Desktop Technician V

Overview

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

The Work

The Desktop Technician V is responsible for providing advanced, independent, on-site technical support to the client's personnel located across regional offices, agencies, schools, and law enforcement facilities. This position involves managing and resolving complex IT issues through advanced troubleshooting, configuration, and maintenance of hardware, software, and networks.



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.

Responsibilities

Key Responsibilities

• Responsible for providing advanced, independent, on-site Tier II IT support to client's users across regional offices, agencies, schools, and law enforcement facilities.
• Install, configure, troubleshoot, and resolve complex issues involving hardware (desktops, laptops, movile devices, printers, peripherals), software (Microsoft Windows OS, Microsoft Office, Google Mail, specialized applications such as GIS and AutoCAD), networks, servers, switches, and VoIP equipment.
• Diagnose and independently resolve advanced operational problems with minimal to no guidance, leading small projects or task assignments.
• Mentor junior technicians.
• Provide advanced end-user training and guidance.
• Imaging and deploying devices on a scale.
• Document incidents, resolutions, and actions in the ticketing system.
• Assist Field Support Managers and escalating only the most complex issues to higher tiers when required.
• Ensuring compliance with security protocols.
• Travel to other sites outside the primary duty station to maintain service continuity in urban and remote rural/tribal areas.
• Other duties as assigned.

Qualifications

Qualifications - Here's What You Need

• Associate Degree or combination of education and experience, or tradeoff between all of them.
• Minimum of 5 years of related technical and some managerial experience in supporting desktop computers, laptop computers, mobile devices, scanners, local area networks, servers and network switches. Support would include (but not limited to) installing and troubleshooting hardware and software. Expert ability to support Microsoft operating systems.
• Expert knowledge of general office software such Microsoft Office and Google mail.
• The ability to support specialized software such as GIS and AutoCAD and software unique to the client (or similar software or general business application support is acceptable).
• Managerial experience with 5+ staff.
• Advanced familiarity with standalone and network computers, local area networks, wide area networks, and the ability to work with minimal to no guidance, lead small projects, and mentor junior staff.
• Must obtain and maintain a favorable adjudicated NACI (National Agency Check with Inquiries).
• 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.
• Ability to develop project management documentation.
• Ability to manage and initiate projects.

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.

Pay Range

USD $38.46 - USD $48.07 /Hr.