Technical Support Specialist. Pierre Move Collective

Overview

Employment in this role is contingent upon the successful execution of the contract by the client.

The Technical Support Specialist is crucial for delivering first-rate technical assistance and customer service to both internal and external users. This position ensures the swift resolution of IT-related issues and requests while aligning with Cayuse's core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity.

• Respond promptly to user inquiries received via phone, email, chat, or ticketing system.
• Diagnose, troubleshoot, and effectively resolve technical issues related to hardware, software, operating systems, and basic network connectivity.
• Log all incidents, service requests, and resolutions accurately in the designated help desk ticketing system.
• Escalate complex or unresolved issues to higher-level support staff or specialized IT teams, ensuring timely follow-up and resolution.
• Communicate professionally with users, providing clear status updates, instructions, and guidance.
• Assist with user account management tasks such as password resets, access provisioning, and permission modifications in compliance with established procedures.
• Contribute to help desk documentation, knowledge base articles, and FAQs for recurring support topics.
• Adhere to organizational IT security protocols and regulatory compliance policies.
• Participate in ongoing training and professional development to stay updated on technology trends and best practices.
• Identify and report recurring issues or trends to management for continual process improvement.
• Provide exemplary customer service to ensure user satisfaction and foster positive relationships between IT and end-users.
• Perform other related duties as assigned.

• Bachelor's degree in a related field, or minimum of 4 years professional experience in lieu of a degree.
• At least 1 year of professional experience in engineering or IT.
• Secret Clearance is required.
• U.S. Citizenship is necessary to handle the duties associated with this position.
• Must successfully pass a background check, which may include additional checks required by projects or clients during employment.

• Exceptional interpersonal and communication skills, both written and verbal.
• Strong organizational, analytical, and problem-solving skills with attention to detail.
• Ability to multitask and prioritize effectively in a dynamic work environment; adaptable and a quick learner.
• Self‑motivated with the capacity to work independently as well as collaboratively within a team.
• Capability to handle sensitive and confidential information responsibly.
• Proficient in Microsoft Office Suite, including Word, Outlook, PowerPoint, and Excel.

• SCA Health & Welfare fringe benefits.
• Employee Assistance Program (EAP).
• 401(k) Retirement Savings Plan with company matching after one year.
• Paid Time Off (PTO).

Reports to:

Program Manager

• Professional office environment with the ability to work on‑site.
• Must be physically and mentally capable of performing duties for extended periods.
• Ability to use a computer and office productivity tools with efficiency.
• Must establish a productive workspace and be able to sit for long periods while looking at a computer screen.
• Flexibility to work schedules that include holidays or outside of normal business hours may be required.
• Occasional travel for business or professional development may be necessary.

Other Duties:
This job description is not exhaustive and may change as needed to meet organizational needs.

Cayuse is an Equal Opportunity Employer; all employment decisions are based solely on merit, qualifications, skills, and abilities.

Pay Range: USD $20.00 - USD $29.00 /Hr.