Help Desk Technician III

Cayuse Holdings•Albuquerque, NM

1d•$22 - $29•Onsite

About The Position

The Help Desk Technician III is a highly experienced IT professional responsible for managing and resolving the most complex technical support requests for the client’s user base. This role requires expertise in analyzing and independently resolving operational challenges within the technical support center. The Help Desk Technician III ensures efficient task resolution by documenting customer support issues, remediation actions, and satisfaction levels utilizing a structured system. Additionally, this role collaborates with the client’s technical monitors to prioritize tasks for Service Center Technicians and provides detailed reports on technical support activities, IT property accountability, and event schedules. This position demands a high degree of professionalism, technical proficiency, and problem-solving skills to meet the organization’s needs effectively. 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

Associate degree or Certificate from technical training institute.
A minimum of three (3) years of 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

The Help Desk Technician III handles the most complex IT technical support requests for the client’s user base.
Manage and document customer support issues, remediation and customer satisfaction using a structured system for task resolution.
Analyze and resolve operational problems for the technical support center and assist the client’s technical monitor in prioritizing tasks for the Service Center Technicians that are working on task resolution.
Provide reports for technical support activity, property accountability, and event schedules.
Other duties as assigned.