SME Computer User Support Specialist

Cayuse Holdings

Provides advanced technical and operational support to users for PC hardware and software. Assists with installation, troubleshooting, and maintenance of systems and devices.

Posted 6/19/2026full-timeIdaho • 🇺🇸 United StatesSeniorLead💰 $38 - $48 per hourWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Provide advanced technical, operational, and training support to end users and technical teams for PC desktop hardware, output devices (e.g., printers, scanners), and standard/software packages.
Install, configure, and test PC desktops, laptops, output devices, and other peripherals to ensure proper functionality and compliance with organizational standards.
Configure operating systems, including applying baseline images, setting system parameters, and ensuring adherence to security and configuration policies.
Install, configure, and validate shrink‑wrap software and other application software packages, including performing version checks, license verification, and required patches or updates.
Troubleshoot incidents involving PCs, output devices, and peripheral equipment by performing detailed hardware and software diagnostics to identify root causes and implement corrective actions.
Coordinate and track hardware repairs and replacement activities with vendors, maintenance providers, and internal stakeholders, ensuring timely resolution and minimal downtime.
Resolve output device and desktop system problems that require coordination between end users and local area network (LAN) components, including escalating issues to network or system administrators when appropriate.
Participate in the evaluation and optimization of system configurations, software deployments, and desktop standards to improve performance, reliability, and user experience.
Document incidents, resolutions, configuration changes, and installation procedures in the approved ticketing or knowledge management systems to support repeatable processes and continuous improvement.
Provide user training and one-on-one assistance on hardware, software, and peripheral usage, ensuring users understand capabilities, best practices, and basic troubleshooting steps.
Assist in developing and maintaining standard operating procedures (SOPs), checklists, and support documentation for PC and output device deployment, configuration, and support activities.
Other duties as assigned.

Requirements

What you’ll need

Associate’s degree (AA/AS) from an accredited college in a related discipline, or equivalent combination of education and related experience.
A minimum of eight (8) years of professional, directly applicable IT technical support experience
Current 8570 Information Assurance (IA) Baseline Certification at IAT Level I (e.g., A+ CE, Network+ CE, SSCP, CCNA-Security).
Ability to obtain the appropriate 8570 IA Computing Environment (CE) certification within six (6) months of employment.
Experience providing end-user support in a government environment
Comprehensive knowledge of IT technical support practices, including incident resolution, problem management, and user assistance.
Demonstrated knowledge of lifecycle replacement of IT equipment, including planning, deployment, and decommissioning activities.
Hands-on experience supporting Microsoft Windows 10 and Windows 11 in an enterprise environment.
Proficiency supporting Microsoft Office 2013 and Office 365 productivity suites.
Experience using ServiceNow or a similar IT service management/ticketing system for incident and request handling.
Experience installing, configuring, and maintaining enterprise printer and multifunction devices, including Xerox, Lexmark, HP, and Ricoh platforms.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

PC desktop hardwareoutput devicesoperating systems configurationshrink-wrap software installationhardware diagnosticssoftware diagnosticssystem configuration optimizationMicrosoft Windows 10Microsoft Windows 11Microsoft Office 2013

Soft Skills

user trainingproblem managementincident resolutioncommunicationcoordinationdocumentationcontinuous improvementbest practicesone-on-one assistanceorganizational skills

Certifications

Associate’s degree8570 Information Assurance CertificationIAT Level IA+ CENetwork+ CESSCPCCNA-Security