End User Support Tier 1.5

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

• 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.

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.