Computer User Support Specialist, Journeyman

Cayuse Holdings • Honolulu, HI

2d • Onsite

About The Position

The Computer User Support Specialist, Journeyman provides on-site technical assistance and IT support for field offices. The role combines network performance assessments, end-user device support, and IT system maintenance to help ensure the operational effectiveness of IT infrastructure. It requires travel to field offices for infrastructure and device wellness checks, equipment setup and disposal, disposal-process training, and verification of compliance with IT policies. The position also uses remote support tools to assist users off-site as needed and works with the support team to improve IT performance and reliability.

The position aligns with Cayuse’s values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by developing technical solutions for customer needs, promoting teamwork, and prioritizing quality. It requires a professional office environment and on-site work, with regular travel to field offices potentially required. Physical activities may include lifting and installing equipment up to 50 pounds, standing, bending, walking, working in tight equipment spaces, and prolonged computer use. Flexible schedules, holidays, work outside normal business hours, and business or professional-development travel may be requested.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent work experience may be considered in lieu of a degree.
• At least four years of experience in IT roles, including field and/or user support.
• CompTIA Security+ certification is mandatory.
• Secret Security Clearance is required.
• Must pass a background check and may be subject to additional project- or client-required background checks during employment.
• Advanced technical knowledge and troubleshooting skills related to hardware, software, and network systems.
• Proficiency in IT systems setup, maintenance, and end-user support.
• Knowledge of IT ticketing systems and remote support tools.
• Ability to conduct network performance evaluations and resolve connectivity issues.
• Problem-solving and analytical skills, along with excellent communication and interpersonal skills.
• Ability to respond to customers effectively and with urgency.
• Proficiency with Microsoft and Adobe tools, including Excel, Word, PowerPoint, and Acrobat.
• Ability to manage multiple tasks, work independently and as part of a team, and build professional relationships.
• Willingness to travel and ability to work with remote support tools and ticketing systems.
• Ability to lift, transport, and install IT equipment weighing up to 50 pounds.
• Ability to perform the physical and computer-related duties for extended periods.

Nice To Haves

• CompTIA A+ certification.
• Microsoft Certified: Modern Desktop Administrator Associate.

Responsibilities

• Provide on-site technical support to field offices through IT infrastructure and end-user device wellness checks.
• Evaluate network performance and troubleshoot connectivity issues.
• Review, maintain, and verify conference room equipment and setup requirements.
• Support end-user devices, including desktops, laptops, printers, and peripherals.
• Set up, configure, and maintain IT equipment in accordance with organizational policies.
• Troubleshoot hardware, software, and network issues and resolve end-user needs.
• Assist with training on IT equipment disposal processes and required policy compliance.
• Use remote support tools to provide off-site assistance when necessary.
• Track, monitor, and resolve IT issue tickets while supporting customer satisfaction.
• Document resolutions and provide feedback to improve IT support processes and systems.
• Collaborate with team members to identify proactive measures that enhance IT performance and reliability.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision insurance.
• Wellness program.
• Flexible Spending Accounts for healthcare, dependent care, and commuter expenses.
• Short-term and long-term disability options.
• Company-provided basic life and AD&D insurance.
• Voluntary life and AD&D options.
• 401(k) retirement savings plan with matching after one year.
• Paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level