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Cayuse Holdings · 14 hours ago

Senior Helpdesk Technician

US-MD-Andrews Airforce Base

Full-time

Onsite

Senior Level

$60K/yr - $75K/yr

5+ years exp

Cayuse Technologies, LLC is a certified technology and government solutions provider focused on delivering quality outcomes. The Helpdesk Technician will support end users for the IT Help Desk Support Services contract, managing tickets and providing Tier 1/2 service to customers.

Finance

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Ability to work shifts between 9:00 AM to 6:00 PM (Monday to Friday)

Meet daily IT operational requirements of approximately 1600 users. 1000 - 1200 (tickets per month)

Quickly respond to and resolve tickets with senior level government/military officials (20 tickets per month)

Provide support during contingencies or planned exercises at alternate site (2 per year)

Oversee operations and control access of SIPR café

Provide Tier 1/2 service to customers at walk-up window

Imaging workstations incorporating Directory & Resource Administrator (DRA) for policy enforcement

Install and test software capabilities prior to releasing computers to end users

Update required hardware drivers

Verify and provide campus wide and vault access utilizing Computer Coordinated Universal Retrieval Entry (CCURE) system

Provide effective management of validated IT hardware and software requests

Manage organizational accounts via Enterprise Service Dashboard

Configure new cubicle hardware installs and associated cabling

Provide a trouble ticket number for all interactions requiring touch support services. Close a minimum of 90% of all trouble tickets presented daily

Ensure the end user is notified directly by a help desk representative prior to closing a trouble ticket

Other duties as assigned

Qualification

Security + certificationIT experienceMicrosoft Office SuiteAnalytical skillsTask prioritizationProfessionalismMulti-taskingVerbal communicationWritten communicationInterpersonal skillsNegotiation skillsConflict resolutionOrganizational skillsProblem-solving skillsConfidentiality

Required

Possess a bachelor's degree or minimum of 5 years' IT experience

Possess Security + certification

Top Secret/SCI 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

Excellent verbal and written communication skills

Excellent interpersonal, negotiation, and conflict resolution skills

Excellent organizational skills and attention to detail

Strong analytical and problem-solving skills

Ability to prioritize tasks and to delegate them when appropriate

Ability to act with professionalism and confidentiality

Skill in managing multiple priorities and tasks concurrently to meet deadlines while establishing and maintaining cooperative working relationships with others

Proficient with Microsoft Office Suite or related software