Tier 1.0 Helpdesk Specialist

Cayuse Holdings•Pendleton, OR

74d•$16 - $16•Onsite

About The Position

Tier 1.0 Helpdesk Specialist - DAY SHIFT The Work The Tier 1.0 Helpdesk Specialist acts in a customer service capacity responding to customer requests on the Client SAP applications via phone, email, or self-service portal. This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.

Requirements

High School diploma or GED required.
1 year of Service/Help desk or customer service support experience.
Familiarity with Information Technology Infrastructure Library (ITIL) Foundation, MS Office, Suite and use of ticketing Software (Remedy/Service Now).
Secret Security Clearance 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.

Responsibilities

Fielding end-user communication, creating and documenting tickets, troubleshooting and escalation Develop spreadsheets, briefings, and other program documents
Provide initial support and analysis for classification, ticket ownership, monitoring, tracking and communication, resolution, and recovery of incidents not assigned to Tier 2. Enter datasets relative to the contract, compile, perform analysis and reconciliation
Closure of incidents, monitoring the status and progress towards a resolution of the assigned ticket and communication to those involved in the incident as needed.
Other duties as assigned.