End User Support Tier 1.5

Cayuse Holdings•Pendleton, OR

10d•$16 - $20•Onsite

About The Position

The End User Support position is the first line of support in the IT department and provides direct support to employees, clients, and business guests. This includes receiving, prioritizing, documenting and actively resolving end user help requests through a ticketing system. Basic hardware and software troubleshooting skills are required. 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.

Requirements

High school diploma or GED required
At least 2 years of experience working in a networked environment
At least 2 years of experience troubleshooting, diagnosing and resolving basic hardware issues
At least 2 years of experience troubleshooting, diagnosing and resolving basic network connectivity issues
At least 2 years of experience troubleshooting, diagnosing, resolving and installing Windows operating systems and Microsoft office suites
CompTIA A+ or equivalent
Be able to obtain a Secret Level Clearance with the U.S. Department of Defense
U.S. Citizenship or equivalent documentation 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.
Excellent verbal communication skills, including clear, articulate speech and awareness of non‑verbal cues.
Strong written communication skills with the ability to document issues and resolutions accurately and concisely.
Ability to analyze issues, identify root causes, and determine effective corrective actions.
Strong capability to build rapport and maintain positive relationships via phone, email, and other virtual channels.
Proven ability to independently troubleshoot and resolve problems with minimal supervision.
Effective active listening skills and cognitive ability to quickly locate, interpret, and convey requested information.
High attention to detail with a strong sense of initiative and ownership.
Proactive, adaptable, and flexible in responding to changing priorities.
Ability to remain calm, patient, and effective when dealing with difficult customers and stressful situations.
Comfortable working both collaboratively in a team environment and independently as required.
Ability to handle multiple tasks simultaneously, including managing phone calls and responding to emails.
Dependable and accountable; consistently meets deadlines, produces accurate work, and keeps team members informed of issues and progress.
Proficient with Microsoft Office Suite, including Word, Excel, PowerPoint, Teams, and SharePoint.

Nice To Haves

Associate degree or technical training in Computer Science, Information Systems Management, or equivalent work experience in a related field.

Responsibilities

Responsible for all desktops, laptops and computer peripherals
Perform periodic preventative maintenance on computer systems
Assist all end-users with Tier 1 and 1.5 systems performance issues
Assist all end-users with Tier 1 and 1.5 troubleshooting of all systems and peripherals
Perform Tier 1 and 1.5 Windows administration such as password resets and file/directory administration
Ensure that all end-user systems are updated with approved OS and software versions/patches
Report potential security vulnerabilities when they are discovered
Assist IT management with virus removal protocols when infections are discovered
Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems and appropriate software
Provision, install software, configure and deploy PC’s for new employees
Provide basic training of end-user software and company policy for IT-related systems
Provide guidance for end-users in relation to security standards and best practices
Instruct users on the proper use of IT equipment
Ensure all peripherals are properly connected and functional
Work with IT management to provide end-user recommendations to support business growth and improve performance
Ensure change management and maintenance programs are adhered to and documented
Maintain all end-user documentation
Employee onboardings and separations SOPs
Computer provisioning SOPs
Maintain a working knowledge base of all troubleshooting and helpdesk support documents via Cayuse ticketing software
Maintain a historic record of all end-user issues and troubleshooting with corresponding resolutions via Cayuse ticketing software
Diagnose and address end-user needs in cost effective ways
Use standardized methods for troubleshooting systems to resolve issues
Understand IT-related technology and theory well enough to identify end-user issues in a timely and effective manner
Training materials and procedures
Computer provisioning SOPs
Employee onboardings SOP
Employee separations SOP
IT inventory
Ticketing system
End-user documentation
Tier 1 and 1.5 End User Support SOPs
Other duties as assigned.