Overview:
The Work:
The Helpdesk Intake Technician will support end users for the client’s IT Help Desk Support Services. This position ensures daily IT operations are conducted efficiently and in compliance with stringent service standards. Key responsibilities include managing help desk requests, providing technical support, coordinating hardware and software delivery, resolving customer issues, and fulfilling validated IT requests within defined timelines.
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:
- Meet daily IT operational requirements of approximately 1400 client users. 900-1200 (tickets per month).
- Deliver operational computers to end users within the same day 90% of the time.
- Ensure the end user is notified directly by a help desk representative prior to closing a trouble ticket.
- Provide effective management of validated IT hardware and software requests. Requests for hardware and software to be tracked and closed using a government furnished SharePoint tool.
- The contractor shall install, deliver, or set up hardware or software within 2 business days of approval and availability.
- Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
- Resolve verified customer complaints within 2 business days of receipt (4-6 per month).
- Provide a trouble ticket number for all interactions requiring touch support services. Close a minimum of 90% of all trouble tickets presented daily. Non accomplished tickets shall be tracked and reported by the Client Systems Lead to the Director of IT Operations and the program manager. Open VIP tickets shall be reported daily to the Director of IT operations.
- Install and test software capabilities prior to releasing computers to end users.
- Other duties as assigned.
Qualifications:
Qualifications – Here’s What You Need:
- Bachelor’s degree or 2 years customer support experience.
- Ability to obtain a Security + certification
- Secret Security Clearance or the ability to obtain one.
- 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.
- 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: Program Manager
Working Conditions:
- Professional office environment.
- Must be able to work on-site at Andrews Airforce Base, MD.
- 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.