Cayuse Holdings, LLC
Cayuse Holdings, LLC

End User Support Tier 1.5

Pendleton, OR, US • Posted 8 days ago • Updated 15 hours ago
Full Time
On-site
USD $16.00 - 20.00 per hour
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Job Details

Skills

  • Shared Services
  • Software Troubleshooting
  • Innovation
  • Collaboration
  • Teamwork
  • Laptop
  • Preventive Maintenance
  • Microsoft Windows Administration
  • Reporting
  • Antivirus
  • Cabling
  • ProVision
  • Change Management
  • Knowledge Base
  • Help Desk
  • Conflict Resolution
  • Problem Solving
  • Training
  • Provisioning
  • SOP
  • Inventory
  • Issue Tracking
  • User Guides
  • Tier 1
  • Technical Support
  • Computer Hardware
  • Computer Networking
  • Microsoft Windows
  • Operating Systems
  • CompTIA
  • Security Clearance
  • DoD
  • Documentation
  • PASS
  • Articulate
  • Communication
  • ROOT
  • Supervision
  • Active Listening
  • Attention To Detail
  • Adaptability
  • Management
  • Dependability
  • Accountability
  • Microsoft Office
  • Microsoft Excel
  • Microsoft PowerPoint
  • Microsoft SharePoint
  • Technical Training
  • Computer Science
  • IT Management
  • Health Care
  • Insurance
  • Productivity
  • System Integration Testing
  • Professional Development
  • Law

Summary

Overview

JOB TITLE:

End User Support Tier 1.5

CAYUSE COMPANY:

Cayuse Shared Services

LOCATION

Pendleton, OR

SALARY:

$16.00 - $20.00

EMPLOYEE TYPE:

Full-Time Hourly Non-Exempt

TRAVEL

No

RELOCATION

No



The Work

The End User Support position is the first line of support in the IT department and provides direct support to employees, clients, and business guests. This includes receiving, prioritizing, documenting and actively resolving end user help requests through a ticketing system. Basic hardware and software troubleshooting skills are required.

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

  • Responsible for all desktops, laptops and computer peripherals
    • Perform periodic preventative maintenance on computer systems
    • Assist all end-users with Tier 1 and 1.5 systems performance issues
    • Assist all end-users with Tier 1 and 1.5 troubleshooting of all systems and peripherals
    • Perform Tier 1 and 1.5 Windows administration such as password resets and file/directory administration
    • Ensure that all end-user systems are updated with approved OS and software versions/patches
  • Report potential security vulnerabilities when they are discovered
  • Assist IT management with virus removal protocols when infections are discovered
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems and appropriate software
    • Provision, install software, configure and deploy PC's for new employees
    • Provide basic training of end-user software and company policy for IT-related systems
    • Provide guidance for end-users in relation to security standards and best practices
    • Instruct users on the proper use of IT equipment
    • Ensure all peripherals are properly connected and functional
  • Work with IT management to provide end-user recommendations to support business growth and improve performance
  • Ensure change management and maintenance programs are adhered to and documented
  • Maintain all end-user documentation
    • Employee onboardings and separations SOPs
    • Computer provisioning SOPs
    • Maintain a working knowledge base of all troubleshooting and helpdesk support documents via Cayuse ticketing software
    • Maintain a historic record of all end-user issues and troubleshooting with corresponding resolutions via Cayuse ticketing software


Problem Solving
  • Diagnose and address end-user needs in cost effective ways
  • Use standardized methods for troubleshooting systems to resolve issues
  • Understand IT-related technology and theory well enough to identify end-user issues in a timely and effective manner


Accountability
  • Training materials and procedures
  • Computer provisioning SOPs
  • Employee onboardings SOP
  • Employee separations SOP
  • IT inventory
  • Ticketing system
  • End-user documentation
  • Tier 1 and 1.5 End User Support SOPs
  • Other duties as assigned .


Qualifications

Here's What You Need
  • High school diploma or GED required
  • At least 2 years of experience working in a networked environment
  • At least 2 years of experience troubleshooting, diagnosing and resolving basic hardware issues
  • At least 2 years of experience troubleshooting, diagnosing and resolving basic network connectivity issues
  • At least 2 years of experience troubleshooting, diagnosing, resolving and installing Windows operating systems and Microsoft office suites
  • CompTIA A+ or equivalent
  • Be able to obtain a Secret Level Clearance with the U.S. Department of Defense
  • U.S. Citizenship or equivalent documentation 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:
  • Excellent verbal communication skills, including clear, articulate speech and awareness of non?verbal cues.
  • Strong written communication skills with the ability to document issues and resolutions accurately and concisely.
  • Ability to analyze issues, identify root causes, and determine effective corrective actions.
  • Strong capability to build rapport and maintain positive relationships via phone, email, and other virtual channels.
  • Proven ability to independently troubleshoot and resolve problems with minimal supervision.
  • Effective active listening skills and cognitive ability to quickly locate, interpret, and convey requested information.
  • High attention to detail with a strong sense of initiative and ownership.
  • Proactive, adaptable, and flexible in responding to changing priorities.
  • Ability to remain calm, patient, and effective when dealing with difficult customers and stressful situations.
  • Comfortable working both collaboratively in a team environment and independently as required.
  • Ability to handle multiple tasks simultaneously, including managing phone calls and responding to emails.
  • Dependable and accountable; consistently meets deadlines, produces accurate work, and keeps team members informed of issues and progress.
  • Proficient with Microsoft Office Suite, including Word, Excel, PowerPoint, Teams, and SharePoint.


Desired Qualifications:
  • Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a related field.


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: Director of IT



Working Conditions
  • Work on-site in the Cayuse Pendleton office (this is NOT a remote position)
  • 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.
  • Must be able to lift at least 60 lbs.
  • Will be asked to work a flexible schedule which may include holidays.
  • Will be asked to work an on-call schedule periodically.
  • May be asked to travel for business or professional development purposes.
  • Will 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 $16.00 - USD $20.00 /Hr.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 91099930
  • Position Id: 104673
  • Posted 8 days ago

Company Info

About Cayuse Holdings, LLC

Founded initially in 2006, Cayuse Holdings is today comprised of a family companies headquartered near Pendleton, Oregon, with offices in the Washington D.C. metro area, and Honolulu, HI. Tribally owned by the Confederated Tribes of the Umatilla Indian Reservation (CTUIR), Cayuse Holdings is a 100% Indian Owned Economic Enterprise and a foremost provider of responsible sourcing/certified diversity solutions for commercial, government, and tribal clients.

Our Mission

To become the #1 American Indian-owned commercial, government, and tribal contractor, providing trusted value for our clients, reliable and rewarding careers for our employees and contributing to the growth of the CTUIR.

 

Our Vision

Grow the Company, Grow the People!

Šapásttawaxt kutkutpama,́ Šapásttawaxt natítayt

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