Help Desk Knowledge Base Article and Reporting Lead

Overview

The Work

The Help Desk Knowledge Base Article and Reporting Lead develops knowledge base articles (KBAs) and customized reports to support Service Center operations, tracking key performance indicators (KPIs) like first contact resolution rates.

This position aligns with Cayuse's core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables.

Responsibilities

Key Responsibilities

• Identifies and develops KBA's and customized reports relating to all of Service Center including first contact resolution rate and other identified Service Center KPI's.
• Identifies trends and analyzes current support models and incident trends to develop new processes and procedures.
• Manage and document customer support issues, internal support processes, identify required processes and improvement to current processes, identify and report remediation and customer satisfaction reports using a structured system for task resolution and document support models.
• Analyze and resolve operational processes for the technical support center.
• Shall assist the Service Center Lead(s) and Federal Functional Lead in prioritizing tasks and procedures for the Service Center.
• Identify, develop, and provide customized reports and knowledge base articles for technical support activity, property accountability, meetings, and event schedules.
• Other duties as assigned.

Qualifications

Qualifications - Here's What You Need

• Associate's degree or Certificates from technical training institute.
• A minimum of three (3) years of computer support experience.
• Familiar with standalone and network computers and associated peripheral devices.
• Requires successful completion of a Public Trust Adjudication.
• 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.

Minimum Skills:

• 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.

Our Commitment to you / overview of 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

Reports to: Program Manager

Working Conditions

• Professional office environment, with the ability to work onsite in the main office.
• Must be physically and mentally able to perform duties extended periods of time.
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• 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.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.

Pay Range

USD $24.03 - USD $36.05 /Hr.