Cayuse Holdings
  • 02-Sep-2022 to Until Filled (HST)
  • Cayuse Commercial Services
  • Washington, DC, USA
  • Full Time

Cayuse Commercial Services (CCS) delivers fresh solutions to business challenges in the technology and business services environment. Services available are application development, business process outsourcing, data services, and professional services. Cayuse helps clients to achieve impactful outcomes such as improved efficiency, reduced cost, increased profitability and accelerated time to market.

Remote $20/hr OPPORTUNITY.

SUMMARY:

The Service Desk Agent provides customer service solutions within service level agreements using company and project quality and quantity standards. It includes providing prompt, reliable, and accurate information to customers while maintaining effective communications. All duties and responsibilities will be performed in accordance with the Mission, Vision and Core Values of Cayuse.

RESPONSIBILITIES:

Duties
• Provides high-quality customer service to the client, responding to requests and issues accurately and promptly.
• Operates within established guidelines and procedures to independently deliver a full range of services to the customer.
• Matches client needs with current products and services and suggests new ones to target client's unmet needs.
• Uses examples and analogies as appropriate to facilitate understanding.
• Ability to document work clearly and accurately.
• Other duties as assigned.

Problem Solving
• Provides assistance and information to the customer in a prompt manner.
• Manages continuous improvement through ongoing collection of data and information regarding customer requirements.
• Understand and responds to others' using active listening skills and tactful communication.
• Ability to perform first-line troubleshooting for customer.
• Ability to resolve issues following the parameters and guidelines of the client.

Accountability

• Contributes to the accomplishments of team objectives; works collaboratively as a team member towards solutions; solicits input from other team members; demonstrates respect for the ideas and opinions of others; employs trust and openness.
• Ensures customer satisfaction through follow up and special efforts.
• Assist new employees with training through shadowing opportunities and explanation of work process.


MINIMUM QUALIFICATIONS:

Education / Experience

  • Requires a high school diploma or equivalent

Technical Knowledge

  • Ability to change system settings via control panels or system preferences

  • Foundation in Microsoft applications
  • Ability to navigate common user interface elements, including opening and closing windows, navigation of the file structures through volumes and folders, launch and quit applications, select portions of text or other items using the mouse, copy/cut and paste text, save and print documents

  • Sound analytic and cognitive ability to troubleshoot technical problems.

  • IT help desk experience required

  • Previous experience with remote control software is mandatory

    • Know how to use remote software to control desktop to complete troubleshooting and fix issues.

  • Knowledge of Outlook/Office 365 troubleshooting

    • Know how to fix frozen Office desktop software

    • Know how to launch Outlook in Safe Mode

    • Know how to fix add-ins that crash

    • Know how to delete and create new Outlook profiles

  • Printer install and troubleshooting
    • Know how to test the IP address
    • Know how to install or remove the printer driver
    • Know how to troubleshoot various print quality issues

  • IP Address Familiarity
    • Know how to use the ping command and what it does
    • Know what IP config /renew and /release is and what it does

  • Internet troubleshooting
    • Know how to clear cache, import bookmarks, update client software and testing issues in multiple clients
    • Know what the difference is between a patch cable and cross over

  • Network troubleshooting
    • Know how to test wired and wireless connectivity, including cabling failures

  • Mapping Network drive
    • Know how to add and remove mapped drives.

  • OneDrive
    • Know how to troubleshoot OneDrive issues, including user log-in knowledge and connectivity issues
    • Know how to solve OneDrive freezing or not loading
    • Know how to install and uninstall OneDrive client on desktop

  • Microsoft Teams
    • Know how to troubleshoot video and audio issues and client not loading
    • Know how to install and uninstall Microsoft Teams application on desktop

  • Active Directory
    • Know to to reset or set passwords

Additional Abilities

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.

  • Qualified applicants currently in a similar role or your most recent role was in an L1 Helpdesk utilizing the must have IT skills.

  • Most recent role should be within past 2 years.

PREFERRED QUALIFICATIONS:

  • Applicants who meet most or all of the above listed skills.

WORKING CONDITIONS:

• Normal physical conditions
• General home environment
• Must be able to sit for long periods of time looking at computer screen
• May be asked to work a flexible schedule which may include holidays
• May be asked to travel for business or professional development purposes
• May be asked to work hours outside of normal business hours


As an equal opportunity employer, Cayuse Commercial Services is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact our Recruiting Department at (541) 278-8200 for assistance.

Cayuse Holdings
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