Computer User Support Specialist, SME

About the role

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

The SME Computer User Support Specialist performs technical, operational, and training support to users and technical teams, for PC desktop hardware, output devices, and software packages. Job duties require the technician to install and test output devices, PCs, and other peripherals, configure operating systems, load shrink-wrap programs and other application software programs. In this position, the candidate troubleshoots output devices, PCs, and peripheral incidents, performs hardware and software diagnostics, coordinates needed repairs, resolves output device system problems (including coordination between users and components of a local area network), and participates in the evaluation of system configuration and software.

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

• Provide advanced technical, operational, and training support to end users and technical teams for PC desktop hardware, output devices (e.g., printers, scanners), and standard/software packages.
• Install, configure, and test PC desktops, laptops, output devices, and other peripherals to ensure proper functionality and compliance with organizational standards.
• Configure operating systems, including applying baseline images, setting system parameters, and ensuring adherence to security and configuration policies.
• Install, configure, and validate shrink‑wrap software and other application software packages, including performing version checks, license verification, and required patches or updates.
• Troubleshoot incidents involving PCs, output devices, and peripheral equipment by performing detailed hardware and software diagnostics to identify root causes and implement corrective actions.
• Coordinate and track hardware repairs and replacement activities with vendors, maintenance providers, and internal stakeholders, ensuring timely resolution and minimal downtime.
• Resolve output device and desktop system problems that require coordination between end users and local area network (LAN) components, including escalating issues to network or system administrators when appropriate.
• Participate in the evaluation and optimization of system configurations, software deployments, and desktop standards to improve performance, reliability, and user experience.
• Document incidents, resolutions, configuration changes, and installation procedures in the approved ticketing or knowledge management systems to support repeatable processes and continuous improvement.
• Provide user training and one-on-one assistance on hardware, software, and peripheral usage, ensuring users understand capabilities, best practices, and basic troubleshooting steps.
• Assist in developing and maintaining standard operating procedures (SOPs), checklists, and support documentation for PC and output device deployment, configuration, and support activities.
• Other duties as assigned.

Qualifications

• Associate’s degree (AA/AS) from an accredited college in a related discipline, or equivalent combination of education and related experience.
• Minimum of eight (8) years of professional, directly applicable IT technical support experience.
• Current 8570 Information Assurance (IA) Baseline Certification at IAT Level I (e.g., A+ CE, Network+ CE, SSCP, CCNA-Security).
• Ability to obtain the appropriate 8570 IA Computing Environment (CE) certification within six (6) months of employment.
• Experience providing end-user support in a government environment.
• Comprehensive knowledge of IT technical support practices, including incident resolution, problem management, and user assistance.
• Demonstrated knowledge of lifecycle replacement of IT equipment, including planning, deployment, and decommissioning activities.
• Hands-on experience supporting Microsoft Windows 10 and Windows 11 in an enterprise environment.
• Proficiency supporting Microsoft Office 2013 and Office 365 productivity suites.
• Experience using ServiceNow or a similar IT service management/ticketing system for incident and request handling.
• Experience installing, configuring, and maintaining enterprise printer and multifunction devices, including Xerox, Lexmark, HP, and Ricoh platforms.
• Top Secret SCI 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

• 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.
• Self-starter who can work independently and as part of a team.

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.

Schedule

Standard work schedule is Monday through Friday, with an eight (8) hour shift between 6:00 a.m. and 6:00 p.m. local time; infrequent after-hours support may be required based on mission needs.