Tier Help Desk Specialist

Overview

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

The Work:

The Tier 1.0 Helpdesk Specialist acts in a customer service capacity responding to customer requests on the Client applications via phone, email, or self-service portal.

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:

• Fielding end-user communication, creating and documenting tickets, troubleshooting and escalation develop spreadsheets, briefings, and other program documents.
• Provide initial support and analysis for classification, ticket ownership, monitoring, tracking and communication, resolution, and recovery of incidents not assigned to Tier 2.
• Enter datasets related to the contract, compile, perform analysis and reconciliation.
• Closure of incidents, monitoring the status and progress towards a resolution of the assigned ticket and communication to those involved in the incident as needed.
• Review calls and emails for accuracy.
• Submit monthly QA reports for each assigned analyst.
• Conduct monthly QA check-in meetings and other meetings as needed.
• Ensure new processes are adopted by all assigned analysts.
• Review documentation to ensure enforced process and documented process are the same.
• Update QA documentation as needed.
• Perform QA on any analysts that are undergoing QIP.
• Submit monthly self-service ticket QA report.
• Assist leads in coaching/training as needed.
• Other duties as assigned.

Qualifications

The qualifications and skills listed below are intended to provide a general overview of the requirements for this position. However, due to the anticipated nature of the contract and the absence of a finalized task order from the client, this list should not be considered all-encompassing. Additional qualifications, certifications, skills, or experience specific to the client’s requirements may be identified and requested upon award of the task order. Candidates should demonstrate flexibility and a willingness to adapt to evolving responsibilities as outlined by the client.

Qualifications – Here’s What You Need:

• High School diploma or GED required.
• 1 year of Service/Help desk or customer service support experience.
• Familiarity with Information Technology Infrastructure Library (ITIL) Foundation, MS Office, Suite and use of ticketing Software (Remedy/Service Now).
• Secret Security Clearance 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.
• Exceptional communication skills, both oral and written
• 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.

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: UERP Supervisor, Delivery Manager

Working Conditions:

• Professional office environment with the ability to work on-site in Pendeteon, OR.
• 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.

Compensation: 14.05 to 16 (USD)