Tier 1.0 Helpdesk Specialist - Cayuse Shared Services

About the Company:

Cayuse Federal Services (CFS) provides innovative and flexible solutions to federal government clients, emphasizing cost-effective excellence. CFS' capabilities, market-relevant service offerings, past performance credentials, and diverse status allow government clients to engage quickly and confidently with CFS. Core service areas for CFS include Environmental Services Investigation and Remediation, Munitions Response/Unexploded Ordnance (UXO), Operations Support Services Bases, Ranges, Airfields, and Logistics/Warehouse Management.

Primary Focus

The Service Desk Support Technician acts in a customer service capacity responding to customer requests on the Client SAP applications via phone, email, or self-service portal.  All duties and responsibilities performed in accordance with the Core Values of Cayuse.

Job 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 on the incident as needed.

• Other duties as assigned.

Minimum Qualifications:

• 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 Clearance or the ability to obtain one.
• 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:

• Excellent customer relationship skills with a strong customer focus and an ability to work well in teams or as an individual
• Articulate with effective oral and written communication skills
• Possesses excellent oral and auditory skills as well as the ability to utilize proper grammar in written communications
• Detailed-oriented

• Must be dedicated, reliable and conscientious
• Team Player
• Proficient in Microsoft Office Suite, Word, Excel, PowerPoint, Teams, and SharePoint.

Reports to: UERP Supervisor, Delivery Manager

Working Conditions

• Professional  office environment

• 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.
• Polished office protocols, high-tempo communication streams and working conditions.
• Must be able to work varying work schedules and/or extended hours to meet business needs and project deadlines.
•   Must be able to attend and conduct virtual meetings as needed.
• 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.