Cayuse Holdings

Help Desk Specialist

Cayuse Holdings

full-time

Posted on:

Location Type: Office

Location: Pendleton • Oregon • United States

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Salary

💰 $13 - $16 per hour

Job Level

Junior

About the role

  • Fielding end-user communication, creating and documenting tickets, troubleshooting and escalation.
  • 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.

Requirements

  • 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.
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
ticketing softwaredata analysisincident resolutionQA documentationproblem-solving
Soft Skills
communication skillscustomer servicetime managementteamworkself-starter
Certifications
ITIL FoundationSecret Security Clearance