Overview
The Senior PC Technician provides advanced, senior-level technical leadership for PC, network-connected endpoint, and workspace IT operations. This role leads the optimization of network performance, coordinates hardware lifecycles, manages complex system workflows, and handles high-priority operational tasks. The Senior PC Technician serves as the primary escalation tier for complex technical issues, enforces compliance with agency IT policies, and mentors junior team members to ensure consistent, high-quality service delivery.
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
- Leads the optimization of network performance, coordinates hardware lifecycle activities, and oversees complex system workflows in conjunction with high-priority operational tasks.
- Provides senior-level guidance to technicians, ensuring consistent adherence to standards, procedures, and service level agreements (SLAs).
- Conducts scheduled network performance evaluations for PC and endpoint environments, focusing on workstation connectivity, bandwidth utilization, and application responsiveness.
- Analyzes connectivity bottlenecks, identifies recurring issues impacting user productivity, and recommends remediation and optimization strategies.
- Monitors structural stability of endpoint-related network segments, documenting findings and trends for IT leadership and engineering teams.
- Monitors workspace adherence to agency IT policies, standards, and configuration baselines for PCs, peripherals, and connected devices.
- Identifies security gaps (e.g., unauthorized software, improper device usage, non-compliant configurations) and initiates corrective actions or escalations.
- Reports compliance status to management and supports audits, inspections, and remediation activities.
- Designs and coordinates hands-on IT equipment disposal training modules for agency personnel, covering sanitization, tagging, chain-of-custody, and proper disposition processes.
- Provides subject matter expertise on hardware lifecycle management, including deployment, maintenance, decommissioning, and secure disposal in alignment with agency policy.
- Ensures documentation and records related to asset disposal are complete, accurate, and audit-ready.
- Acts as the primary escalation tier for highly analytical, complex, and stubborn ticket issues related to PCs, endpoints, and associated services.
- Collaborates with network, systems, and security teams to resolve cross-domain incidents and prevent recurrence through knowledge sharing and documentation.
- Oversees the quality, clarity, and completeness of documentation and communications, including ticket notes, user instructions, and technical runbooks.
- Standardizes and refines operational workflows to improve efficiency, consistency, and customer satisfaction.
- Interfaces with end users, stakeholders, and management, providing clear status updates, technical explanations, and guidance on best practices.
- Ensures that all interactions reflect a high level of professionalism, responsiveness, and alignment with agency mission objectives.
- Other duties as assigned.
Qualifications
- Requires a Bachelor's degree (or equivalent work experience) in IT, Computer Science, Business Administration, or related field.
- 10 years of related experience.
- Must have good technical knowledge of hardware, software, and network troubleshooting, and training or experience with IT equipment setup and maintenance.
- Secret Clearance is required.
- 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 Required:
- Must possess problem-solving skills.
- Must be capable of working with remote support tools and ticketing systems and must be willing to travel.
- Excellent problem-solving, analytical, communication, and interpersonal skills are essential.
- 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.
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: Project Manager
Working Conditions
- Professional office environment.
- Must be able to work on-site.
- 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 $75,000.00 - USD $80,000.00 /Yr.
