SME Computer User Support Specialist

Cayuse Holdings•South Bay, FL

2d•$36 - $46•Onsite

About The Position

The SME Computer User Support Specialist is responsible for managing the daily logistics associated with deploying integrated IT solutions. Duties include scheduling, provisioning, imaging, patching, securing, sanitizing, testing, tracking, distribution, storage, and transportation of IT assets. This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables. The role involves delivering 24/7/365 IT technical support to approved seat service end users at 1650 different CONUS and OCONUS locations and sites to ensure proper configuration, installation, and maintenance of data input/output devices. This includes managing approximately 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. The specialist will provide timely restoration and proper maintenance of equipment, recommend lifecycle replacements, and manage the full asset management lifecycle from acquisition to disposition in accordance with policies. They will identify, log, and track user issues, software conflicts, and hardware device conflicts through an IT incident ticketing system, providing resolution or escalating for assistance. Desk side technical support services that require technical support or root cause determination exceeding Tier 1/2 support capabilities will also be provided. A knowledge base for investigating, diagnosing, and resolving incidents will be maintained. This role may supervise others.

Requirements

Associate degree in a related field.
9 years of experience in Computer User Support.
Secret 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.

Nice To Haves

COMPTIA Security Certification, preferred.

Responsibilities

Provides technical assistance to computer users.
Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
May help with the use of computer hardware and software, including printing, installation, word-processing, electronic mail, and operating systems.
Provides technical/management leadership on major tasks or technology assignments.
Provide day-to-day technical guidance and desk side support technical assistance to team members.
Establishes goals and plans that meet project objectives.
Deliver 24/7/365 IT technical support to approved seat service 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 restoration and proper maintenance of laptops/tablets/workstations and peripheral devices.
Provide recommendations on lifecycle replacement of equipment and manage full-asset management lifecycle from acquisition to disposition IAW policies.
Identify logs and track user issues, software conflicts and hardware device conflicts through IT incident ticketing system; provide resolution and/or escalate for assistance.
Provide desk side technical support services that require technical support or root cause determination that exceeds Tier 1/2 support capabilities.
Update and maintain a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
May supervise others.
Other duties as assigned.