Cayuse Holdings
  • 19-Dec-2022 to Until Filled (HST)
  • Cayuse Technologies
  • Portsmouth, VA, USA
  • Full Time

Cayuse Technologies launched in 2006 as a US-based alternative to offshore technology delivery centers, providing information technology solutions and subject matter expertise to our clientele. Cayuse focuses on federal markets and missions, and is an SBA tribal 8(a) certified company. Cayuse brings significant past performance and excellent CPARS to its clients at an exceptionally competitive price. Cayuse's 41,000 sq. ft. technology delivery center is fully redundant and prepared to meet the needs of government. Our clients include DHS, DHA, DoS, USMC, US Army, HHS/Indian Health Service, Department of Interior, Bureau of Indian Affairs, Bureau of Indian Education, among many more.

We are currently seeking an IT Help Desk Lead to support our Navy client at the Norfolk Naval Shipyard in Portsmouth, VA. The successful prospect should be technical, customer service driven, and enthusiastic with respect to the nature of work.

This position will primarily support 1st Shift (hours of 0700 - 1530, Monday to Friday). Work on 2nd Shift (hours of 1500 - 2330, Monday to Friday). 3rd Shift (hours of 2300 - 0730, Monday to Saturday) may be required on occasion.

Responsibilities:

• Supervises team of eight (8) Service Desk Technicians, supporting the NNSY Command information Office Help Desk

• Creates and transitions operations to new and improved processes and procedures for IT Service Desk operations using the ServiceNow platform, as well as the ongoing analysis of process improvement.

• Records all trouble ticket calls received via phone calls, email, or voicemail into the call center ticketing system

• Determines stakeholder needs, architect solutions and evaluate high-level design issues relating to platform, enterprise software and integrations with other systems

• Assists clients with their IT software and/or hardware issues

• Performs follow-up calls to ensure IT issues have been resolved in a timely manner and within Service Level Agreement (SLA) levels

• Monitors the health and performance of ServiceNow, Mobile, and Web application instances. Works on performance optimization for the ITSM / ServiceNow applications

• Works directly with IT teams to evaluate current and future changes to the environment and develop process solutions

• Creates, modifies, and deletes internal users' system accounts

Qualifications:

• Bachelor's degree in Information Technology related discipline OR four (4) years of relevant experience in lieu of a degree

• Minimum three (3) years of experience related to the job responsibilities

• Proven communication skills resulting in effective results with end-users

• Experience using ServiceNow or similar ITSM tools

• Excellent verbal and written communication skills with emphasis on customer service, including experience handling challenging situations and conflict resolution

• Must be able to work both collaboratively and independently and take initiative to identify, track, and resolve issues

Ability to obtain and maintain all levels of background, security, and clearance required to perform the duties of this position.

• Qualifying 8570 Baseline Certification for IAT Level II (e.g. CompTIA Security+ CE) or ITIL Foundations V3 or V4

NOTE: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Cayuse and our family of companies are 100% Indian Small Business Economic Enterprises (ISBEE) wholly owned by the Confederated Tribes of the Umatilla Indian Reservation (CTUIR). Specifically, within our Government Operations, we offer diverse business lines and workforce while providing solutions for federal, state, and local clients throughout the world. Cayuse's comprehensive program management, mission support, and technology solutions are ideally positioned to help our clients advance their goals.


Cayuse Holdings
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