Senior Computer User Support Specialist

Overview

The Work

Deliver 24/7/365 IT technical support to approved seat service USACE end users at 1650 different CONUS and OCONUS locations and sites to ensure proper configuration, installation, and maintenance of data input/output devices to include 40,000 laptops/tablets/workstations, 13,000 mobile devices, 32,000 VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices.  Provide timely restoral and proper maintenance of USACE laptops/tablets/workstations and peripheral devices.  Provide recommendations on lifecycle replacement of equipment and manage full-asset management lifecycle from acquisition to disposition IAW USACE policies. Responsible for day-to-day logistics of deploying integrated solutions, including scheduling, provisioning, imaging, patching, securing, sanitizing, testing, tracking, distribution, storage, and transportation of assets. Provide support for USACE COOP activities and USACE-approved training for new technology deployment at CONUS and OCONUS locations.  Identify, logs and track user issues, software conflicts and hardware device conflicts through IT incident ticketing system; provide resolution and/or escalate to next Tier for assistance. Update and maintain a knowledge base for investigating, diagnosing, and resolving incidents as applicable.

This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.

Responsibilities

Key Responsibilities

• On-site facilitation of PC Tech workload
• Escalation of IT support issues/tickets as needed
• Point of contact for VIP IT support
• ITC/OO notification of outages/policies/ procedures
• Liaison for Mettel/NOSC in support of site outages
• Facilitation of circuit testing and turn up (TTU)
• Coordination of response for scheduled /unscheduled power outage
• Other duties as assigned.

Qualifications

Qualifications – Here’s What You Need

• AA/AS Degree
• 6 years of experience
• Secret Clearance
• Current DoD 8570 IA Baseline Certification, IAT Level I (examples: A+ CE, Network+ CE, SSCP, CCNA-Security certifications)
• COMPTIA Security Certification
• Experience supporting Windows 10, and MS Office 2013.
• Experience using ServiceNow or a similar ticketing system.
• Strong analytical and follow through skills.
• Strong verbal and written communications skills.
• Interim Secret Clearance required prior to start.
• Valid driver’s license, travel may be 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.

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.
• Normal work hours are Monday through Friday; 8-hour shift between 6AM and 6PM local time. After hours support may be required on an infrequent basis. 
• Ability to work on-site in Walla Walla, WA.
• 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.

Pay Range