Help Desk Specialist

Cayuse Holdings

. Respond to customer requests on client applications via phone, email, or self-service portal .

Posted 9/21/2026full-timePendleton • Oregon • United StatesJunior💰 $14 - $16 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates proficiency in customer service support, incident management, and quality assurance processes. Capable of utilizing ticketing software and MS Office Suite to effectively communicate and resolve issues while maintaining a high standard of documentation.

Highest-signal resume keywords

Service/Help Desk ExperienceITIL Foundation FamiliarityProficiency in MS Office SuiteSecret Security ClearanceProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementTicketing SoftwareData AnalysisQuality AssuranceDocumentationSpreadsheet DevelopmentCommunicationMonitoringReconciliationCustomer Support

Soft Skills

Exceptional Oral CommunicationExceptional Written CommunicationSense of UrgencyTeam CollaborationMulti-tasking Ability

Tools & Technologies

MS Office SuiteRemedyServiceNowAdobe AcrobatExcelWordPowerPoint

Certifications & Qualifications

High School Diploma or GEDSecret Security Clearance

Industry Keywords

Customer ServiceInformation TechnologyIncident ClassificationStakeholder CommunicationQuality Assurance Process

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Respond to customer requests on client applications via phone, email, or self-service portal
Field end-user communication and create and document tickets
Troubleshoot issues and escalate incidents as needed
Develop spreadsheets, briefings, and other program documents
Provide initial support and analysis for incident classification, ticket ownership, monitoring, tracking, communication, resolution, and recovery
Enter contract-related datasets and perform analysis and reconciliation
Close incidents and monitor ticket progress toward resolution
Communicate with stakeholders involved in incidents
Review calls and emails for accuracy
Submit monthly QA reports for assigned analysts
Conduct monthly QA check-in and other meetings
Ensure new processes are adopted by assigned analysts
Review and update QA documentation
Perform QA on analysts undergoing QIP
Submit monthly self-service ticket QA reports
Assist leads with coaching and training
Report to the UERP Supervisor and Delivery Manager
Perform other duties as assigned

Requirements

What you’ll need

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
Proficiency with MS Office Suite and ticketing software (Remedy/ServiceNow)
Secret Security Clearance required
Must be able to pass a background check
May require additional background checks as required by projects and/or clients
Problem-solving skills
Exceptional oral and written communication skills
Ability to respond effectively to customers with a sense of urgency
Proficiency in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, and Acrobat
Ability to handle and manage multiple tasks simultaneously
Ability to work independently and as part of a team
Must be physically and mentally able to perform duties for extended periods
Ability to use a computer and office productivity tools with sufficient speed
Must be able to establish a productive and professional workspace
Must be able to sit for long periods looking at a computer screen

Benefits

Comp & perks

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
May be asked to travel for business or professional development purposes
Flexible schedule may include holidays and hours outside normal business hours