Computer User Support Specialist, SME

Cayuse Holdings • Dallas, TX

4d • $34 - $45 • Onsite

About The Position

The SME Computer User Support Specialist provides technical, operational, and training support to users and technical teams for desktop computers, output devices, peripherals, and software. The role installs, configures, and tests computers and peripherals; configures operating systems; deploys application software; troubleshoots hardware and software incidents; coordinates repairs; resolves desktop and output-device issues involving LAN components; and contributes to system configuration and software evaluations. The specialist documents support activity, trains users, and helps maintain support procedures and documentation. The role supports Cayuse’s values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by delivering customer-focused technical solutions and quality work in collaboration with others.

Employment in this role is conditional upon successful execution of the contract by the client. The anticipated client task order may add qualifications, skills, certifications, or experience requirements, and the employee must be adaptable to evolving responsibilities. A Secret clearance and successful background check are required. The standard schedule is Monday through Friday, with an eight-hour shift between 6:00 a.m. and 6:00 p.m. local time; infrequent after-hours support may be required. The position is based in a professional office environment and may require onsite work at the main office, flexible scheduling, holidays, or business travel.

Requirements

• Associate’s degree (AA/AS) from an accredited college in a related discipline, or an equivalent combination of education and related experience.
• At least eight years of professional, directly applicable IT technical support experience.
• Current 8570 Information Assurance (IA) Baseline Certification at IAT Level I, such as A+ CE, Network+ CE, SSCP, or CCNA-Security.
• Experience providing end-user support in a government environment.
• Comprehensive knowledge of IT technical support practices, including incident resolution, problem management, and user assistance.
• Knowledge of IT equipment lifecycle replacement, including planning, deployment, and decommissioning.
• Hands-on experience supporting Microsoft Windows 10 and Windows 11 in an enterprise environment.
• Proficiency supporting Microsoft Office 2013 and Office 365.
• Experience using ServiceNow or a similar IT service management/ticketing system.
• Experience installing, configuring, and maintaining enterprise printers and multifunction devices, including Xerox, Lexmark, HP, and Ricoh platforms.
• Secret clearance required.
• Must pass a background check; additional project- or client-required checks may be required during employment.
• Problem-solving skills.
• Exceptional oral and written communication 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 simultaneously.
• Ability to build individual and team relationships.
• Self-starter able to work independently and as part of a team.
• Must be physically and mentally able to perform duties for extended periods.
• Ability to use a computer and office productivity tools with sufficient speed to meet job demands.
• Ability to establish a productive and professional workspace.

Responsibilities

• Provide advanced technical, operational, and training support to end users and technical teams for desktop hardware, output devices, and software.
• Install, configure, and test desktop and laptop computers, output devices, and other peripherals.
• Configure operating systems, apply baseline images, set system parameters, and comply with security and configuration policies.
• Install, configure, and validate application software, including version checks, license verification, patches, and updates.
• Troubleshoot computer, output-device, and peripheral incidents through hardware and software diagnostics, root-cause identification, and corrective action.
• Coordinate and track hardware repairs and replacements with vendors, maintenance providers, and internal stakeholders.
• Resolve desktop and output-device issues requiring coordination with users and LAN components, escalating to network or system administrators when appropriate.
• Participate in evaluating and optimizing system configurations, software deployments, and desktop standards.
• Document incidents, resolutions, configuration changes, and installation procedures in approved ticketing or knowledge-management systems.
• Provide one-on-one user assistance and training on hardware, software, peripherals, best practices, and basic troubleshooting.
• Assist in developing and maintaining standard operating procedures, checklists, and support documentation.
• 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: Senior
• Education Level: Associate degree