Sme Computer User Support Specialist

This position will support the US Army Corps of Engineers RITS Program. Resolves technical problems in support of customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. Handles problems that the first and second-tier support staff is unable to resolve. May interact with vendors, network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains currency and highest level of technical skill in field of expertise.

The SME Computer User Support Specialist performs technical, operational, and training support to users and technical teams, for PC desktop hardware, output devices, and software packages. Job duties require the technician to install and test output devices, PC’s, and other peripherals, configure operating system, load shrink-wrap programs and other application software programs. In this position, the candidate troubleshoots output devices, PC’s, and peripheral incidents, performs hardware and software diagnostics, coordinates needed repairs, resolves output device system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software.

• Valid driver’s license, travel may be required.
• Normal work hours are Monday through Friday; 8-hour shift between 6AM and 6PM local time. After hours support may be required on an infrequent basis. 
• Interim Secret Clearance required prior to start.
• Experience supporting Windows 10, and MS Office 2013.
• Experience using ServiceNow or a similar ticketing system.
• Strong analytical and follow through skills.
• Strong verbal and written communications skills.
• On-site facilitation of PC Tech workload
• Escalation of IT support issues/tickets as needed
• Point of contact for VIP IT support
• ITC/OO notification of outages/policies/ procedures
• Liaison for Mettel/NOSC in support of site outages
• Facilitation of circuit testing and turn up (TTU)
• Coordination of response for scheduled /unscheduled power outage

• Prior USACE experience
• Experience working in a DoD environment
• Experience maintaining Xerox, Lexmark, HP, or Ricoh printer devices
• Experience supporting Office 365
• Experience supporting Windows 11

Education / Experience

• AA/AS degree from an accredited college in a related discipline, or equivalent experience/combined   education.
• 8+ years of professional, applicable experience.
• Current DoD 8570 IA Baseline Certification, IAT Level I (examples: A+ CE, Network+ CE, SSCP, CCNA-Security certifications).
• Must obtain appropriate DoD 8570 IA Computing Environment Certification within 6 months of employment.

Technical Knowledge

• Comprehensive knowledge of IT Technical Support
• Knowledge of Lifecycle Replacement of Equipment

Human Relationship Skills

• A strong customer focus and an ability to work well in teams or as an individual
• Effective oral and written communication skills

Additional Abilities

• 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.
• Secret Clearance (or ability to obtain Secret)

Reports to: Works for Team Lead

Works with: Client, Team Members, Manager

Working Conditions

• Normal physical conditions
• General office environment
• 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.  

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.