Help Desk Agent at Cayuse Holdings in Pendleton, OR

Summary: Cayuse Holdings is seeking a Help Desk Agent who will provide first-line technical support and customer service to users. The role involves diagnosing and resolving IT-related issues, managing user accounts, and maintaining help desk documentation to ensure high-quality service delivery. Responsibilities: - Respond promptly to user inquiries and support requests received via phone, email, chat, or ticketing system - Diagnose, troubleshoot, and resolve technical issues related to hardware, software, operating systems, and basic network connectivity - Accurately log all incidents, service requests, and resolutions 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 clearly and professionally with users, providing status updates, instructions, and guidance as necessary - Assist in user account management tasks including password resets, access provisioning, and permissions modifications in accordance with established procedures - Maintain and contribute to help desk documentation, knowledge base articles, and frequently asked questions (FAQs) for recurring support topics - Adhere strictly to organizational IT security protocols, confidentiality requirements, and relevant regulatory or compliance policies - Participate in ongoing training and professional development to remain up-to-date on technology trends, tools, and best practices - Identify and report recurring issues or trends to management for process improvement and enhanced end-user support - Provide exemplary customer service to ensure user satisfaction and promote positive relationships between IT and end-users - Other duties as assigned Required Qualifications: - Bachelor's degree in related field. The client will accept minimum 4 years professional experience related to the labor category in lieu of degree - 1 year of professional experience in engineering or IT - Secret Clearance is required - U.S. Citizenship is required to perform the duties associated with this position due to the sensitive nature of the work - 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 - Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner - Exceptional verbal and written communication skills - Excellent organizational, analytical, and problem-solving skills with high-level attention to detail - Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner - Must be self-motivated and able to work well independently as well as on a multi-functional team - Ability to handle sensitive and confidential information appropriately - Proficient in MS Office, Word, Outlook, PowerPoint, and Excel Required Skills: Technical support, Customer service Important Skills: MS Office proficiency Nice-to-Have Skills: Analytical skills, Self-motivated Benefits: SCA Health & Welfare fringe benefits, EAP, 401(k) Retirement Savings Plan with matching after one year, Paid Time Off