Tier 1.0 Help Desk Specialist at Cayuse Holdings in Pendleton, OR

Summary: Cayuse Holdings is dedicated to providing innovative solutions and exceptional service. They are seeking a Tier 1.0 Help Desk Specialist to respond to customer requests, troubleshoot issues, and ensure quality support for client applications. Responsibilities: - Fielding end-user communication, creating and documenting tickets, troubleshooting and escalation develop spreadsheets, briefings, and other program documents - Provide initial support and analysis for classification, ticket ownership, monitoring, tracking and communication, resolution, and recovery of incidents not assigned to Tier 2 - Enter datasets related to the contract, compile, perform analysis and reconciliation - Closure of incidents, monitoring the status and progress towards a resolution of the assigned ticket and communication to those involved in the incident as needed - Review calls and emails for accuracy - Submit monthly QA reports for each assigned analyst - Conduct monthly QA check-in meetings and other meetings as needed - Ensure new processes are adopted by all assigned analysts - Review documentation to ensure enforced process and documented process are the same - Update QA documentation as needed - Perform QA on any analysts that are undergoing QIP - Submit monthly self-service ticket QA report - Assist leads in coaching/training as needed - Other duties as assigned Required Qualifications: - High School diploma or GED required - 1 year of Service/Help desk or customer service support experience - Familiarity with Information Technology Infrastructure Library (ITIL) Foundation, MS Office, Suite and use of ticketing Software (Remedy/Service Now) - Secret Security Clearance required - Must be able to pass a background check - Must possess problem-solving skills - Exceptional communication skills, both oral and written - Ability to respond effectively to customers with a sense of urgency - Proficient in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, Acrobat, etc - Highly motivated with the ability to handle and manage multiple tasks at any one time - Ability to forge new relationships, individual and teaming in nature - Must be a Self-starter, that can work independently and as part of a team Required Skills: Help desk support, ITIL Foundation, Ticketing software Important Skills: Microsoft Office Nice-to-Have Skills: Customer service Benefits: Medical, Dental and Vision Insurance, Wellness Program, Flexible Spending Accounts (Healthcare, Dependent Care, Commuter), Short-Term and Long-Term Disability options, Basic Life and AD&D Insurance (Company Provided), Voluntary Life and AD&D options, 401(k) Retirement Savings Plan with matching after one year, Paid Time Off