Computer User Support Specialist

About the role

The Computer User Specialist provides technical support to end users for PC, server, mainframe applications, and hardware. Resolves incidents and problems that cannot be addressed by first-tier desk personnel. Collaborates with network services, software systems engineering, and/or applications development teams to restore services and identify and correct underlying issues. Simulates or recreates user issues to diagnose and resolve operating difficulties. Recommends system and process modifications to reduce recurring user problems. Maintains current knowledge and a high level of technical proficiency within the assigned area of expertise. 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

• Provides advanced technical, operational, and end-user training support for personal computer workstations and associated software, both remotely (phone, remote tools) and on-site.
• Installs, configures, and tests desktop and laptop computers, printers, and related peripheral devices to ensure proper functionality and compliance with organizational standards.
• Configures operating systems, user profiles, and system settings, and installs commercial off-the-shelf (COTS) and other authorized application software to meet user and mission requirements.
• Troubleshoots and resolves incidents involving printers, computers, and peripheral equipment, performing detailed hardware and software diagnostics to identify root causes.
• Coordinates and tracks hardware repairs and replacement activities with vendors, maintenance providers, and internal stakeholders to restore services within required timeframes.
• Resolves computer system and connectivity issues, including coordinating with users, network administrators, and other local area network (LAN) components to restore and optimize system operations.
• Participates in the assessment and evaluation of system configurations, software deployments, and workstation standards, providing recommendations for improvements to performance, reliability, and user experience.
• Other duties as assigned.

Requirements

• Associate’s degree in a related discipline from an accredited institution, or an equivalent combination of education and relevant experience.
• Minimum of six (6) years of directly applicable professional experience in technical support or a related IT field.
• Current DoD 8570 Information Assurance (IA) Baseline Certification at IAT Level I (e.g., A+ CE, Network+ CE, SSCP, or CCNA-Security).
• Ability to obtain the applicable DoD 8570 IA Computing Environment (CE) certification within six (6) months of hire.
• Possession of a valid driver’s license.
• Demonstrated experience supporting Windows 10 operating systems and Microsoft Office 2013 (or later equivalent).
• Experience using Remedy or a comparable IT service management (ITSM) / ticketing system.
• 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.
• Strong analytical and follow-through skills.
• Strong verbal and written communications skills.
• Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments.
• Ability to work well independently on defined tasks.
• Ability to work well as part of a team.
• Proficient in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, Acrobat, etc.

Nice-to-haves

• Experience maintaining enterprise printer devices such as Xerox, Lexmark, HP, or Ricoh, including performing routine maintenance and installing maintenance kits.
• Previous experience providing IT support within a USACE/ACE-IT or similar federal engineering/technical environment.
• Experience working in a Department of Defense (DoD) IT environment, including familiarity with applicable policies, standards, and security practices.
• Experience providing user and administrative support for Microsoft Office 365 services and applications.

Schedule

Availability to work a standard Monday–Friday schedule, with an 8-hour shift between 6:00 a.m. and 6:00 p.m. local time; occasional after-hours support may be required.

Eligibility for, and ability to obtain, an Interim Secret security clearance prior to start date.

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