Help Desk Technician 1

Cayuse Holdings•Albuquerque, NM

2d•$22 - $29•Onsite

About The Position

The Help Desk Technician I is responsible for addressing Tier 1 IT technical support inquiries in a professional and efficient manner. This role involves managing and thoroughly documenting customer support issues, remediation efforts, and customer satisfaction outcomes through a structured system designed for task resolution. The Help Desk Technician I ensures the maintenance of positive customer relationships by handling all requests with tact, courtesy, and professionalism. This role primarily manages routine or basic support cases with lower complexity, adhering to predefined procedures and established scripts. More advanced or complex customer inquiries are escalated to higher-level Service Center Technicians as appropriate. 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

Must possess a High School Diploma or GED.
A minimum of six months’ computer support experience.
Familiar with standalone and network computers and associated peripheral devices.
Requires successful completion of a Public Trust Adjudication.
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.
Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
Exceptional verbal and written communication skills.
Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
Must be self-motivated and able to work well independently as well as on a multi-functional team.
Ability to handle sensitive and confidential information appropriately.
Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.

Responsibilities

Manage and document customer support issues, remediation and customer satisfaction using a structured system for task resolution.
Maintain favorable customer relations by handling requests in a tactful and professional manner.
Handles calls of less complexity and are primarily routine or basic in nature.
Follow basic procedures and scripts.
More complex customer inquiries may be passed to higher level Service Center Technicians.
Other duties as assigned.