IT Help Desk Engineer

Overview:
Softthink Solutions Inc. (STSI), a trusted provider of IT and professional services to federal agencies, is seeking a highly skilled Help Desk Engineer to join our dynamic team. This role involves providing comprehensive help desk support, collaborating with technical teams, and delivering exceptional customer service to ensure operational excellence. If you are motivated, results-driven, and thrive in a collaborative environment, we encourage you to apply.

Responsibilities

• Serve as the first point of contact for end-users, providing technical support and resolving IT-related issues.
• Troubleshoot and resolve hardware, software, and network-related problems efficiently.
• Manage and maintain ticketing systems to track, prioritize, and document user requests and resolutions.
• Collaborate with application developers, engineers, and other stakeholders to identify and resolve complex technical issues.
• Provide training and guidance to end-users on best practices for utilizing IT systems and tools.
• Ensure all support requests are handled within defined service-level agreements (SLAs).
• Develop and update technical documentation, FAQs, and user guides.
• Stay updated on emerging technologies, tools, and methodologies to enhance support services.

Qualifications

Required:

• Bachelors degree in Computer Science, Information Systems, Software Engineering, or a related analytical, scientific, or technical discipline (BS/BA highly preferred).
• Minimum of five (5) years of continuous experience in a Help Desk Support role.
• Strong ability to work independently and collaboratively with technical teams.
• Excellent written and oral communication skills.
• Motivation and results-oriented mindset.

Preferred:

• CompTIA A or Google IT Support Professional Certification.
• ITIL Certification.