Help Desk Engineer

Overview

Silotech Group delivers Advanced Cyber Solutions, Intelligence Solutions, Enterprise/Cloud IT Services, and Managed IT/Security Services to Federal, State, and Commercial clients. Our mission is to provide customized, agile technical solutions that empower clients to achieve their goals, fostering trust and collaboration at every step. We specialize in data management, enterprise platforms, service engagement, and workforce development, emphasizing innovation, integrity, and exceptional service delivery.

Silotech Group is seeking a highly motivated Help Desk Engineer to provide exceptional IT support to ensure seamless service delivery and issue resolution for DARPA’s diverse user community. The Help Desk Engineer will play a critical role in maintaining operational efficiency by applying industry best practices for user support, technical troubleshooting, and ticket management.

Location

• On-Site – San Antonio, TX

Clearance Requirements

• U.S. Citizenship required.
• Must possess or be eligible to obtain a Top Secret clearance.

Essential Roles and Responsibilities

As a Help Desk Engineer, you will be responsible for providing courteous, responsive, and effective technical assistance to DARPA’s user community.

Key Responsibilities:

• Help Desk Operations: Serve as the first point of contact for all IT-related issues, ensuring calls are answered within three rings and issues are documented and resolved efficiently.
• Ticket Management: Retain ownership of tickets from creation to resolution, including escalation, follow-up, and regular updates to users.
• Service Integration: Provide a single point of entry for all users, managing approximately 1400 unclassified and 8500 classified system users across CONUS/OCONUS environments.
• First Call Resolution: Maximize resolution rates during initial contact through knowledgeable troubleshooting and analysis.
• Technical Support: Perform mid- and senior-level service requests such as virus scanning, data migrations, software/hardware installations, and initiating file restoration processes.
• Incident Management: Address incidents that impact users’ ability to perform job functions, adhering to established Service Level Objectives (SLOs).
• Escalation Services: Notify Government personnel of planned/unplanned system maintenance or service degradation in a timely manner.
• Documentation: Develop and maintain a comprehensive Help Desk Operations Manual, including Standard Operating Procedures (SOPs) and checklists.
• Training: Participate in ongoing training to remain current with government-relevant IT services and technical best practices.
• Trend Analysis: Track and report on re-opened tickets to identify and address recurring issues.

Qualifications

Education:

• Associate degree in Information Technology, Computer Science, or a related field is preferred.

Experience:

• Demonstrated experience in a Help Desk or IT support role, supporting government or enterprise environments.
• Proven ability to manage and resolve high volumes of tickets efficiently.
• Familiarity with Help Desk Management Systems (HDMS).
• Strong knowledge of hardware/software troubleshooting and system configuration.
• Experience supporting classified and unclassified systems in compliance with federal standards.

Certifications:

• CompTIA Security , ITIL Foundation, or equivalent certification is highly desirable.

Preferred Skills:

• Exceptional customer service and communication skills.
• Strong analytical and problem-solving abilities.
• Familiarity with DARPA systems or similar government environments.

Other Skills:

• Ability to work effectively under pressure and within strict deadlines.
• Commitment to maintaining a high caliber of service and professionalism.
  
  
  Silotech Group is an Equal Opportunity/Affirmative Action Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected characteristic.