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Cayuse Holdings · 6 hours ago

Helpdesk Technician

Andrews AFB, MD

Full-time

Onsite

Entry Level

$600K/yr - $750K/yr

1+ years exp

Cayuse Holdings is seeking a Helpdesk Technician to support end users for their IT Help Desk Support Services. The role involves managing operational requirements for a large user base, resolving customer complaints, and ensuring timely delivery and setup of IT hardware and software.

Finance

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Meet daily IT operational requirements of approximately 1400 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

Install, deliver, or set up hardware or software within 2 business days of approval and availability

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

Qualification

Security+ certificationBachelor's degreeIT degreeMicrosoft toolsetsCustomer serviceProblem-solving skillsCommunication skillsTeamworkSelf-starter

Required

Possess a bachelor's degree

Possess Security + certified with a minimum of 2 years' experience or an IT degree and 1 years' experience

Secret or Top Security 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

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