Technical Support III

The Technician Support III serves as a technical support professional responsible for resolving complex, escalated issues and ensuring the reliable operation of end-user and infrastructure technologies. In this role, the technician provides advanced troubleshooting for hardware, software, and basic network problems; leads or supports implementation of new equipment and upgrades; and acts as a primary on-site resource for high-visibility or mission-critical support needs.

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.

Responsibilities

• Delivers daily on-site and/or remote support for end users, including workstations, peripherals, mobile devices, and standard enterprise applications.
• Installs, configures, and maintains IT equipment (PCs, laptops, printers, VoIP phones, conference room systems) in accordance with approved standards and security policies.
• Supports operating systems (e.g., Windows 10) and common enterprise software (e.g., Microsoft Office), including patching and configuration changes under change control.
• Performs advanced diagnostics and root cause analysis, implementing long-term corrective actions to reduce repeat incidents.
• Manages tickets in the IT service management (ITSM) tool, ensuring accurate logging, prioritization, documentation, and timely closure.
• Maintains accurate asset and configuration records, supporting inventory, lifecycle tracking, and preparation of equipment for transfer or disposal.
• Participates in IT projects and deployments (e.g., hardware refreshes, OS/application rollouts), including imaging, staging, testing, and cutover support.
• Adheres to and promotes IT security, privacy, and safety policies, supporting audits and compliance requirements as needed.
• Other duties as assigned.

• Requires a Bachelor's degree (or equivalent work experience) in IT, Computer Science, Business Administration, or related field.
• 8 Years of related experience.
• Must have good technical knowledge of hardware, software, and network troubleshooting, and training or experience with IT equipment setup and maintenance.
• Secret Clearance is required.
• 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 Required:

• Must possess problem-solving skills.
• Must be capable of working with remote support tools and ticketing systems and must be willing to travel.
• Excellent problem-solving, analytical, communication, and interpersonal skills are essential.
• Ability to respond effectively to customers with a sense of urgency.
• Proficient in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, Acrobat, etc.
• Highly motivated with the ability to handle and manage multiple tasks at any one time.
• Ability to forge new relationships, individual and teaming in nature.
• Must be a Self-starter, that can work independently and as part of a team., * Professional office environment.
• Must be able to work on-site.
• 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.

• 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: Project Manager