Desktop Technician III

About the role

The Desktop Technician III provides Tier II IT support, troubleshooting, and system maintenance. This role demands a high level of technical knowledge, excellent problem-solving skills, and the ability to work independently or collaboratively on complex issues. The position ensures compliance with organizational IT standards and contributes to process improvement initiatives to enhance user satisfaction and operational efficiency. This role 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 independent, on-site Tier II IT support to users across regional offices, agencies, schools, and law enforcement facilities.
• Install, configure, and troubleshoot hardware (desktops, laptops, mobile devices, printers, peripherals) and software (Microsoft Windows OS, Microsoft Office, Google Mail, specialized applications such as GIS and AutoCAD).
• Diagnose and resolve complex operational issues with minimal guidance.
• Perform printer setup, network connectivity support, and VoIP equipment maintenance.
• Image and deploy devices.
• Provide basic end-user training and guidance.
• Document all incidents, resolutions, and actions in the ticketing system.
• Assist Field Support Managers and escalate to higher tiers when required.
• Ensure compliance with security protocols.
• Travel to other client sites outside the primary duty station to maintain service continuity in urban and remote rural/tribal areas.
• Other duties as assigned.

Requirements

• Associate Degree or a combination of education and experience, or equivalent trade-off between them.
• Minimum of 3 years of related technical experience supporting desktop computers, laptops, mobile devices, printers, scanners, local area networks, servers, and network switches.
• Experience installing and troubleshooting both hardware and software.
• Ability to support Microsoft operating systems and general office software such as Microsoft Office and Google Mail.
• Experience with specialized software such as GIS and AutoCAD or similar business applications.
• Familiarity with standalone and network computers, local area networks, and wide area networks.
• Must obtain and maintain a favorable adjudicated NACI (National Agency Check with Inquiries).
• Must be able to pass a background check; additional checks may be required by projects and/or clients.

Skills

• Strong interpersonal skills with the ability to communicate professionally and articulately to individuals from diverse backgrounds.
• Excellent verbal and written communication skills.
• Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
• Proven ability to multitask and prioritize in a fast-paced environment with changing priorities; adaptable to change and a quick learner.
• Self-motivated and able to work well independently as well as on a multi-functional team.
• Strong customer service and de-escalation skills.
• Ability to handle sensitive and confidential information appropriately.
• Extremely detail-oriented and well organized.
• Ability to research and learn new software as required.

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

Pay

USD $27.88 per hour.

Schedule

• Professional office environment, with the ability to work onsite.
• Must be physically and mentally able to perform duties for extended periods.
• Ability to use a computer and other office productivity tools efficiently.
• Must be able to establish a productive and professional workspace.
• May require sitting for long periods while looking at a computer screen.
• Flexible schedule, which may include holidays.
• May require travel for business or professional development purposes.
• May require working hours outside of normal business hours.