Deskside Support Analyst - Cayuse Shared Services

JOB TITLE: Deskside Support Analyst                      

CAYUSE COMPANY: Cayuse Commercial Services, LLC

LOCATION: Canonsburg, PA, Hybrid (4 Days On-Site/1 Remote per week)

SALARY: $25.00-$30.00

TRAVEL REQUIRED: No                                             

RELOCATION: No

About Cayuse Commercial Services, LLC:

In addition to talent and resources, contracting with Cayuse provides a relationship that values inclusion and racial equity. A minority business that is 100% Native American owned, we engage in purposeful partnerships with impactful missions. Our Brand reflects the amazing people who bring the solutions to life. Our Mission is to grow the company, grow the people. Our Ultimate Vision is to advance our heritage through innovation. Cayuse operates in 18 countries with four offices. Our headquarters are located on the CTUIR reservation in Pendleton, Oregon. It is here that we house our 40,000 square foot facility and Network Security Operations Center. We have additional satellite offices in Honolulu, Hawaii, and Rosslyn, Virginia.

Primary Focus

The Deskside Analyst will provide day-to-day support for the build and run operations of the end-user computing and technology environment at our Telecommunications Industry client. All duties and responsibilities performed in accordance with the Core Values of Cayuse.

Job Responsibilities

• Provide exceptional customer focus and operational support for defined desktop services
• Perform technical support functions for the resolution of desktop problems, incidents, issues and emergencies
• Respond to assigned tasks in accordance with predefined guidelines while meeting targets for SLA
• Troubleshoot and escalate as necessary any hardware failures to the manufacturer for onsite/depot service dispatch
• Maintain accurate and concise service asset and configuration management for desktop infrastructure
• Support third party vendors in the installation, configuration, delivery, maintenance and monitoring of components and services, in accordance with defined roadmaps, strategies, policies, and standards
• Assist in the delivery of infrastructure development and build activities, including release and deployment management for new services (for example operating system upgrades, new desktop builds, etc.)
• Document desktop problems and resolutions and provide to knowledge base administrator

• Other duties as assigned.

Minimum Job Skills and Qualifications

Minimum Qualifications:

• 2-5 years’ experience working as an M365 administrator in an enterprise environment support > 1,000 users
• Three (3) to seven (7) years of experience maintaining and supporting IT/desktop/computer systems across an enterprise
• Superior technical knowledge, with experience in multiple aspects of client-computing services
• Experience working collaboratively with suppliers and third-party vendors
• 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.

Preferred Qualifications:

• Microsoft 365 Fundamentals Certification
• Microsoft 365 Associate Certification
• Microsoft 365 Expert Certification - Desired

Minimum Skills:

• Ability to communicate well with others, both orally and in writing
• Technical credibility and independent judgment
• Strong decision-making skills related to desktop matters and under pressure
• Good problem solving and analytical skills, able to determine the impact of desktop issues quickly
• Able to contribute to operational roadmap, helping to identify and address future opportunities and challenges
• Ability to perform a wide variety of duties and responsibilities.
• Ability and willingness to quickly learn and put to use new skills and knowledge brought about by rapidly changing information and/or technology.
• Close attention to detail required with ability to process and apply diverse and complex amounts of data.
• Proficient in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, Acrobat, etc.

Reports to: Senior Managing Director

Working Conditions

• Professional Hybrid office environment. In office 4 days a week. Remote 1 day a week.
• Must be physically and mentally able to perform duties for 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 work varying work schedules and/or extended hours to meet business needs and project deadlines.
• Must be able to sit for long periods of time looking at computer screen and communicate via information technology systems and telephones.
• May be asked to travel for business or professional development purposes.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Affirmative Action/EEO Statement: Cayuse embraces diversity and equal opportunity in a serious way. We celebrate diversity and are committed to creating and building a team that represents a variety of backgrounds, perspectives, and skills. Cayuse, and all of its subsidiaries, are proud to be an equal opportunity workplace and are an affirmative action employer.