Tier 1.0 Helpdesk Specialist

Cayuse Holdings•Pendleton, OR

11d•$13 - $16•Onsite

About The Position

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.
Ability to work on-site in Pendleton, OR
Ability to work from 6:00pm to 5:00am PST. 4 days on/ 3 days off. 10 Hour shifts.
Schedule will commence once clearance is obtained.
Must be physically and mentally able to perform duties extended periods of time.
Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
Must be able to establish a productive and professional workspace.
Must be able to sit for long periods of time looking at computer screen.
May be asked to work a flexible schedule which may include holidays.
May be asked to travel for business or professional development purposes.
May be asked to work hours outside of normal business hours.

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.