Help Desk Agent

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

The Work

The Help Desk Agent is responsible for providing first-line technical support and customer service to internal and external users, ensuring prompt resolution of IT-related issues and requests.

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

Responsibilities

• Respond promptly to user inquiries and support requests received via phone, email, chat, or ticketing system.

• Diagnose, troubleshoot, and resolve technical issues related to hardware, software, operating systems, and basic network connectivity.

• Accurately log all incidents, service requests, and resolutions in the designated help desk ticketing system.

• Escalate complex or unresolved issues to higher-level support staff or specialized IT teams, ensuring timely follow-up and resolution.

• Communicate clearly and professionally with users, providing status updates, instructions, and guidance as necessary.

• Assist in user account management tasks including password resets, access provisioning, and permissions modifications in accordance with established procedures.

• Maintain and contribute to help desk documentation, knowledge base articles, and frequently asked questions (FAQs) for recurring support topics.

• Adhere strictly to organizational IT security protocols, confidentiality requirements, and relevant regulatory or compliance policies.

• Participate in ongoing training and professional development to remain up-to-date on technology trends, tools, and best practices.

• Identify and report recurring issues or trends to management for process improvement and enhanced end-user support.

• Provide exemplary customer service to ensure user satisfaction and promote positive relationships between IT and end-users.

• Other duties as assigned.

• Bachelor’s degree in related field. The client will accept minimum 4 years professional experience related to the labor category in lieu of degree.

• 1 year of professional experience in engineering or IT.

• Secret Clerance is required.

• U.S. Citizenship is required to perform the duties associated with this position due to the sensitive nature of the work.

• 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:

• Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.

• Exceptional 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.

• Ability to handle sensitive and confidential information appropriately

• Proficient in MS Office, Word, Outlook, PowerPoint, and Excel., + Professional office environment with the ability 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.

• 401(k) Retirement Savings Plan with matching after one year

• Paid Time Off

Reports to: Program Manager

Cayuse Holdings