Desktop Technician III - Cayuse Shared Services

The Desktop Technician III will provide on-site Tier II desktop and user support services on a shift-work basis.  In this role, you will perform administration for Windows and ChromeOS-based systems within your area of responsibility, and support specialized software such as ESRI ArcGIS, Autodesk AutoCAD, and software unique to Indian Affairs and Indian Education. All duties and responsibilities are performed in accordance with the Mission, Vision, and Core Values of Cayuse.

About Cayuse Native Hawaiian Veterans, LLC:

CNHV delivers strategic services & solutions to our clients. Our diverse business lines, workforce, and projects have extended across all 50 states, 4 U.S. Territories, & 19 foreign countries, bringing added value to our customers to deliver services on-time and on-budget. CNHV is dedicated to building mutually beneficial partnerships and relationships with our customers. CNHV will mobilize the right people, skills and technologies to help our clients achieve their goals by doing the right thing, the right way, the first time.

• Perform system administration for specific operating systems within the assigned area of responsibility, including specialized software such as ESRI ArcGIS, Autodesk AutoCAD, and software unique to Indian Affairs and Indian Education.
• Providing technical and user support, with a strong focus on the customer experience.
• Reset passwords and manage user and device objects within Active Directory
• Apply patches, upgrades, and enhancements as they are approved by the customer.
• Perform software installations and troubleshooting for software issues, working with software vendors when needed.
• Troubleshoot hardware issues and perform needed repairs and failed component replacements, working with hardware vendors when needed.
• Imaging and configuring computers to the customer’s specifications and standards and deploying equipment to users.
• Perform network troubleshooting, patch network cables to appropriate jacks, patch panels, and switches, and cable management.
• Configure and connect devices to secure, managed networks, and the access protocols required for user connection and use.
• Configure and manage VoIP handsets and work with appropriate team or vendor when there are system issues.
• Perform monitoring of all upgrades and enhancements
• Perform detail-oriented log reviews and troubleshooting.
• Act as a liaison with Tier III teams to resolve issues that may be out of the Tier II support scope.
• Mentor and support junior Desktop Technicians.
• Non-Essential Duties

• Other duties as assigned.

• A minimum of three years of related technical experience in supporting desktop computers, laptops, mobile devices, printers, scanners, local area networks, servers, and network switches. 
• An Associate degree or higher is preferred, but education requirement can be offset by experience.
• Bonus points for industry certifications such as CompTIA A+, Network+, and Security+.
• Working knowledge of managing users and device objects within Active Directory.
• Ability to support Microsoft operating systems.
• Working knowledge of general office software such as Microsoft Office and the Microsoft 365 suites.
• The ability to perform software installations and to support specialized software unique to Indian Affairs and Indian Education (similar software or general business application support is acceptable).
• Ability to work with minimal guidance.
• Strong time management skills, and an ability to adhere to and meet designated SLA deadlines.
• Suitability to obtain Public Trust status through a detailed government background investigation.
• 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.

Minimum Skills:

• Strong interpersonal skills with the ability to communicate in a professional, and articulate manner to individuals from diverse backgrounds.
• Excellent 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.
• Strong customer service and de-escalation skills.
• Ability to handle sensitive and confidential information appropriately.

• Shall have the requisite skills, expertise, and experience to perform the requirements of each task. Must be extremely detail-oriented and well organized.
• Ability to research and learn new software as the situation dictates.

Reports to: Program Manager

Working Conditions

• On-site in professional office environment.
• Traditional work schedule, Mon-Friday, core hours.
• Must be physically and mentally able to perform duties while standing 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 sit for long periods of time looking at computer screen.
• Must be able to lift up to 75lbs.
• Must be able to stand, sit, walk, bend, lift, climb, and crawl.
• 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.

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.