IT Helpdesk engineer

Job Description

Title: Helpdesk engineer

Location: On site-Washington DC

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:

• Bachelor’s 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.

Full-time