Cayuse Holdings

Help Desk Lead, Knowledge Base Article and Reporting

Cayuse Holdings

full-time

Posted on:

Location Type: Office

Location: Albuquerque • New Mexico • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $24 - $36 per hour

Job Level

Senior

About the role

  • Develops knowledge base articles (KBAs) and customized reports to support Service Center operations, tracking key performance indicators (KPIs)
  • Identifies and develops KBA’s and customized reports relating to all of Service Center including first contact resolution rate and other identified Service Center KPI’s.
  • Identifies trends and analyzes current support models and incident trends to develop new processes and procedures.
  • Manage and document customer support issues, internal support processes, identify required processes and improvement to current processes, identify and report remediation and customer satisfaction reports using a structured system for task resolution and document support models.
  • Analyze and resolve operational processes for the technical support center.
  • Assist the Service Center Lead(s) and Federal Functional Lead in prioritizing tasks and procedures for the Service Center.
  • Identify, develop, and provide customized reports and knowledge base articles for technical support activity, property accountability, meetings, and event schedules.
  • Other duties as assigned.

Requirements

  • Associate’s degree or Certificates from technical training institute
  • A minimum of three (3) years of computer support experience
  • Familiar with standalone and network computers and associated peripheral devices
  • Requires successful completion of a Public Trust Adjudication.
  • Must be able to pass a background check
  • 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.
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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
knowledge base articlescustomized reportskey performance indicatorsincident analysisoperational process analysiscustomer supporttask resolutionproblem-solvingattention to detailmultitasking
Soft Skills
interpersonal skillsverbal communicationwritten communicationorganizational skillsanalytical skillsadaptabilityself-motivationteamworkconfidentialityprioritization
Certifications
Associate’s degreeCertificates from technical training institutePublic Trust Adjudication