Senior Computer User Support Specialist

Overview

The Senior Computer User Support Specialist is responsible for delivering 24/7/365 IT technical support to approved seat service USACE end users at 1650 different CONUS and OCONUS locations and sites to ensure proper configuration, installation, and maintenance of data input/output devices to include 40,000 laptops/tablets/workstations, 13,000 mobile devices, 32,000 VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices.

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 and inclusivity in deliverables.

The Senior Computer User Support Specialist is responsible for delivering 24/7/365 IT technical support to approved seat service USACE end users at 1650 different CONUS and OCONUS locations and sites to ensure proper configuration, installation, and maintenance of data input/output devices to include 40,000 laptops/tablets/workstations, 13,000 mobile devices, 32,000 VOIP devices, monitors, printers, scanners, copiers, cabling, external data storage devices, and network interface devices.

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 and inclusivity in deliverables.

• Provide timely restoral and proper maintenance of USACE laptops/tablets/workstations and peripheral devices.
• Provide recommendations on lifecycle replacement of equipment and manage full-asset management lifecycle from acquisition to disposition IAW USACE policies.
• Responsible for day-to-day logistics of deploying integrated solutions, including scheduling, provisioning, imaging, patching, securing, sanitizing, testing, tracking, distribution, storage, and transportation of assets.
• Provide support for USACE COOP activities and USACE-approved training for new technology deployment at CONUS and OCONUS locations. Identify, logs and track user issues, software conflicts and hardware device conflicts through IT incident ticketing system; provide resolution and/or elevate to next Tier for assistance.
• Update and maintain a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
• Manage and prioritize the allocation of PC support technician workloads to ensure timely issue resolution and service quality.
• Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.
• Troubleshoot printer, computer, and peripheral incidents.
• Oversee the escalation and tracking of complex IT support issues and service tickets, ensuring proper resolution in accordance with established protocols.
• Serve as the primary point of contact for providing high-level technical support to VIP users, delivering proactive and efficient service.
• Coordinate and deliver notifications of outages, policy updates, and procedural changes to ITC/OO stakeholders, ensuring clear communication and compliance with organizational standards.
• Act as a liaison between internal teams and external partners, including Mettel and NOSC, to coordinate support for site‑wide outages and ensure prompt restoration of services.
• Facilitate the testing, activation, and troubleshooting of circuits during turn‑up (TTU) activities to ensure seamless implementation of new connections.
• Organize and oversee the response to both scheduled and unscheduled power outages, minimizing downtime and safeguarding operational continuity.
• Other duties as assigned.

• Associates degree in relevant field.
• 6 years’ experience in computer user support
• Valid driver’s license, travel may be required.
• Experience supporting Windows 10, and MS Office 2013.
• Experience using Service Now or a similar ticketing system.
• Current DoD 8570 IA Baseline Certification, IAT Level I (examples: A+ CE, Network+ CE, SSCP, CCNA‑Security certifications)
• COMPTIA Security Certification
• Must possess an…