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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 1.0 Help Desk Specialist - **Company:** Cayuse Holdings - **Location:** Pendleton, OR, United States - **Salary:** $27,456.0 - $33,280.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Adobe Acrobat, Spreadsheets, Microsoft Office, Office Suite, Microsoft PowerPoint, Adobe, Os Ticket, Servicenow - **Published:** May 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=ef8ad9aa35dbbf33 ## About the Role * 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 Security Clearance 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. * Exceptional communication skills, both oral and written * 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 with the ability to work on-site in Pendelton, OR. * 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. ## Description * 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 related 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 in the incident as needed. * Review calls and emails for accuracy. * Submit monthly QA reports for each assigned analyst. * Conduct monthly QA check-in meetings and other meetings as needed. * Ensure new processes are adopted by all assigned analysts. * Review documentation to ensure enforced process and documented process are the same. * Update QA documentation as needed. * Perform QA on any analysts that are undergoing QIP. * Submit monthly self-service ticket QA report. * Assist leads in coaching/training as needed. * Other duties as assigned. ## Related Videos - [3x Performance: A Humbling Journey](https://www.wearedevelopers.com/videos/100165-3x-performance-a-humbling-journey) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [NoCode LiveCode: Leveraging AI Tools to Craft Fully Functional Apps!](https://www.wearedevelopers.com/videos/1169-nocode-livecode-leveraging-ai-tools-to-craft-fully-functional-apps) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Lost and Wasted Time: Searching for the Cozy Web](https://www.wearedevelopers.com/videos/2107-lost-and-wasted-time-searching-for-the-cozy-web) - [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Starter Kit For Job Applications For Developers](https://www.wearedevelopers.com/magazine/7-starter-kit-for-job-applications-for-developers) - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews)