Computer User Support Specialist, Journeyman

Overview

The Computer User Support Specialist, Journeyman, will provide on-site technical assistance and IT support for field offices. This role involves a combination of network performance assessments, end-user device support, and IT system maintenance to ensure operational effectiveness of IT infrastructure. The ideal candidate will bring hands-on experience in troubleshooting hardware, software, and networks, as well as supporting end-user technology needs in a professional environment.

This position requires travel to various field office locations to perform IT infrastructure and end-user device wellness checks, assist with IT equipment setups and disposals, provide training on IT equipment disposal processes, and ensure compliance with established IT policies.

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

• Offer on-site technical support to field offices by conducting IT infrastructure and end-user device wellness checks.
• Perform network performance evaluations and troubleshoot any issues hindering optimal connectivity.
• Review, maintain, and verify the functionality of conference room equipment and setup requirements.
• Provide technical assistance for end-user devices, including desktops, laptops, printers, and peripherals. Conduct setup, configuration, and maintenance of IT equipment in accordance with organizational policies.
• Troubleshoot hardware, software, and network issues effectively and provide resolutions to meet end-user needs.
• Assist in training on IT equipment disposal processes and compliance with required policies.
• Utilize remote support tools effectively to provide off-site assistance when necessary.
• Track, monitor, and resolve IT issue tickets, ensuring high levels of customer satisfaction.
• Document issue resolutions and provide feedback to improve IT support processes and systems.
• Work collaboratively with team members to identify proactive measures to enhance IT performance and reliability.
• Other duties as assigned.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field. Equivalent work experience in lieu of a degree will be considered.
• A minimum of four (4) years of experience in IT roles, including field and/or user support.
• CompTIA Security+ certification is mandatory.
• Advanced technical knowledge and troubleshooting skills related to hardware, software, and network systems.
• Proficient with IT systems setup, maintenance, and end-user support.
• Knowledge of IT ticketing systems and remote support tools.
• Skilled in conducting network performance evaluations and resolving connectivity issues.
• Ability to obtain the following certifications within nine (9) months of employment:
  • Certified Network Defender.
  • GIAC Foundational Cybersecurity Technologies.
  • GIAC Security Essentials Certifications.
• Secret Security Clearance is required.
• 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:

• Must possess problem-solving skills.
• Must be capable of working with remote support tools and ticketing systems and must be willing to travel.
• Excellent problem-solving, analytical, communication, and interpersonal skills are essential.
• 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.

Preferred Qualifications:

• CompTIA A+
• Microsoft Certified: Modern Desktop Administrator Associate

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: Project Manager



Working Conditions

• Professional office environment.
• Must be able to work on-site.
• Travel to various field offices may be required regularly to provide direct, on-site technical support and perform equipment wellness checks.
• Ability to lift, transport, and install IT equipment weighing up to 50 pounds.
• Standing, bending, and walking may be required during equipment setup or troubleshooting activities.
• Occasional work in tight spaces, such as server racks, data centers, or wiring closets.
• 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.