Senior Computer User Support Specialist

Employment in this role is conditional upon successful execution of the contract by the client.

The Work:

The Senior Computer User Specialist provides technical support to end users for PC, server, mainframe applications, and hardware. Resolves incidents and problems that cannot be addressed by first-tier desk personnel. Collaborates with network services, software systems engineering, and/or applications development teams to restore services and identify and correct underlying issues. Simulates or recreates user issues to diagnose and resolve operating difficulties. Recommend system and process modifications to reduce recurring user problems. Maintains current knowledge and a high level of technical proficiency within the assigned area of expertise.

This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.

Key Responsibilities:

• Provides advanced technical, operational, and end‑user training support for personal computer workstations and associated software, both remotely (phone, remote tools) and on‑site.
• Installs, configures, and tests desktop and laptop computers, printers, and related peripheral devices to ensure proper functionality and compliance with organizational standards.
• Configures operating systems, user profiles, and system settings, and installs commercial off‑the‑shelf (COTS) and other authorized application software to meet user and mission requirements.
• Troubleshoots and resolves incidents involving printers, computers, and peripheral equipment, performing detailed hardware and software diagnostics to identify root causes.
• Coordinates and tracks hardware repairs and replacement activities with vendors, maintenance providers, and internal stakeholders to restore services within required timeframes.
• Resolves computer system and connectivity issues, including coordinating with users, network administrators, and other local area network (LAN) components to restore and optimize system operations.
• Participates in the assessment and evaluation of system configurations, software deployments, and workstation standards, providing recommendations for improvements to performance, reliability, and user experience.
• Other duties as assigned.

Qualifications – Here’s What You Need:

• Associate’s degree in a related discipline from an accredited institution, or an equivalent combination of education and relevant experience.
• Minimum of six (6) years of directly applicable professional experience in technical support or a related IT field.
• Current DoD 8570 Information Assurance (IA) Baseline Certification at IAT Level I (e.g., A+ CE, Network+ CE, SSCP, or CCNA-Security).
• Ability to obtain the applicable DoD 8570 IA Computing Environment (CE) certification within six (6) months of hire.
• Possession of a valid driver’s license.
• Availability to work a standard Monday–Friday schedule, with an 8‑hour shift between 6:00 a.m. and 6:00 p.m. local time; occasional after‑hours support may be required.
• Eligibility for, and ability to obtain, an Interim Secret security clearance prior to start date.
• Demonstrated experience supporting Windows 10 operating systems and Microsoft Office 2013 (or later equivalent).
• Experience using Remedy or a comparable IT service management (ITSM) / ticketing system.
• 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 analytical and follow through skills.
• Strong verbal and written communications skills.
• Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments.
• Ability to work well independently on defined tasks.
• Ability to work well as part of a team.
• Proficient in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, Acrobat, etc.

Preferred Qualifications:

• Experience maintaining enterprise printer devices such as Xerox, Lexmark, HP, or Ricoh, including performing routine maintenance and installing maintenance kits.
• Previous experience providing IT support within a USACE/ACE-IT or similar federal engineering/technical environment.
• Experience working in a Department of Defense (DoD) IT environment, including familiarity with applicable policies, standards, and security practices.
• Experience providing user and administrative support for Microsoft Office 365 services and applications.

Our Commitment to you / overview of benefits:

• Medical, Dental and Vision Insurance; Wellness Program
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Short-Term and Long-Term Disability options
• Basic Life and AD&D Insurance (Company Provided)
• Voluntary Life and AD&D options
• 401(k) Retirement Savings Plan with matching after one year
• Paid Time Off

Reports to: Program Manager

Working Conditions:

• Professional office environment, with the ability to work onsite in the main office.
• 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.

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.

Cayuse is an Equal Opportunity Employer.  All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.