Help Desk Technician IV Lead

Cayuse Holdings•Albuquerque, NM

3d•$24 - $31•Onsite

About The Position

Overview Employment in this role is conditional upon successful execution of the contract by the client. The Work The Help Desk Technician IV Lead will support the most complex technical support requests for the client’s user base. This role will manage intricate IT issues, the Service Center Technician IV is responsible for documenting customer support activities, tracking remediation efforts, and ensuring customer satisfaction through a structured system for task management. This role independently analyzes and resolves operational issues within the technical support center and collaborates with client stakeholders. Furthermore, the Service Center Technician IV plays a pivotal role in generating reports on technical support activities, overseeing IT property accountability, conducting meetings, and managing event schedules. 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. Responsibilities Key Responsibilities Handle the most complex IT technical support requests for the client’s user base and lead the other Service Center Technicians in direction of providing the utmost support. Manage and document customer support issues, remediation and customer satisfaction using a structured system for task resolution. Analyze and resolve operational issues for the technical support center and shall assist the Federal Functional Lead in prioritizing tasks for the Service Center Technicians that are working on task resolution. Provide reports for technical support activity, property accountability, lead meetings and event schedules. Other duties as assigned.

Requirements

Associate’s degree (bachelor's degree preferred) or Certificates from technical training institute.
A minimum of five (5) 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

Handle the most complex IT technical support requests for the client’s user base and lead the other Service Center Technicians in direction of providing the utmost support.
Manage and document customer support issues, remediation and customer satisfaction using a structured system for task resolution.
Analyze and resolve operational issues for the technical support center and shall assist the Federal Functional Lead in prioritizing tasks for the Service Center Technicians that are working on task resolution.
Provide reports for technical support activity, property accountability, lead meetings and event schedules.
Other duties as assigned.