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Help Desk Support Specialist

SilTek, Inc. is searching for a responsible individual to perform a variety of duties for Help Desk Support to be part of our expert client-focused technical team for a high profile federal agency in Washington, DC. This position demands a versatile self-starter with strong intellect and initiative, high reliability, team cooperation, and excellent interpersonal skills with a focus on the client’s help desk requirements. You will provide excellent customer service and resolve technical issues as well as providing operational and analytical support to senior management as requested.

Excellent verbal and written English, strong customer service skills, and demonstrated motivation to own challenges facing the help desk are a must. Successful candidate must be eligible for a National Agency Check security clearance (US citizen or 3+ years with a green card and residency with minimal overseas travel).

For the Help Desk Support, the primary responsibilities will be responding to tickets for incidents and support, investigating and overseeing the resolution of software and hardware problems, and providing technical assistance to the user community on-site in Washington, DC. He or she will build Excel spreadsheets to track corporate assets and should have a solid technical background combined with customer service experience to ensure high quality technical support and increase client satisfaction.

The successful candidate provide support for a variety of comprehensive analytical assignments for program operations and may perform the following duties: review and analyze procedures and operating policies to assess effectiveness; provide evaluations, information, and written recommendations to improve operations; study, interpret, develop, and implement new and existing operational directives; respond to inquiries; research and resolve problems; analyze reports; and analyze procedures pertaining to a variety of operational areas including, but not limited to records management system, and telephone and equipment inventories.

Required Qualifications

Ø  Minimum of two (2) years of experience providing Help Desk, desktop support, or customer support services.

Ø  Demonstrated experience troubleshooting personal computers, printers, peripherals, and common software applications.

Ø  Proficiency with Microsoft Office 365 applications, including Outlook (email), Word, Excel, PowerPoint, and Teams.

Ø  Experience supporting email accounts, calendars, and user access issues.

Ø  Strong verbal and written communication skills in English.

Ø  Excellent customer service and interpersonal skills.

Ø  Ability to communicate effectively with non-technical users and senior-level personnel.

Ø  Professional demeanor, positive attitude, and strong teamwork skills.

Ø  Ability to remain patient, calm, and courteous while assisting users with technical issues.

Ø  Strong organizational skills and attention to detail.

Ø  Ability to prioritize multiple tasks and work effectively in a fast-paced environment.

Ø  Ability to work independently while maintaining close coordination with team members.

Preferred Qualifications

Ø  Experience supporting federal government clients.

Ø  Experience supporting executive offices, political appointees, or senior leadership personnel.

Ø  Familiarity with Microsoft 365 administration and collaboration tools.

Ø  Experience with SharePoint Online or SharePoint user support.

Ø  Experience supporting video teleconferencing platforms, including Microsoft Teams, Zoom, Webex, and conference room technologies.

Ø  Experience using help desk ticketing systems.

Ø  Experience with inventory and asset management processes.

Key Competencies

Ø  Customer service excellence

Ø  Commitment to excellence

Ø  Professionalism

Ø  Teamwork and collaboration

Ø  Communication skills

Ø  Organizational skills

Ø  Problem solving

Ø  Adaptability and flexibility

Ø  Patience and empathy

Ø  Accountability and reliability

Ø  Initiative and high motivation

Ø  Attention to detail

Requirements

Ø  Proven work experience as a Help Desk Support person

Ø  Hands on experience with help desk and ticketing systems

Ø  Expertise with Microsoft Excel, Word and Outlook

Ø  Solid technical background with an ability to give instructions to a non-technical audience

Ø  Understand business requirements

Ø  Customer-service orientation with a problem-solving attitude

Ø  Excellent written and verbal communications skills

Ø  Excellent time management skills and the ability to prioritize work

Ø  Attention to detail and problem-solving skills

Ø  Strong organizational skills with the ability to multi-task

Ø  Ability to keep information confidential

Ø  Ability to communicate technical information, both verbal and written, to senior end-users

Ø  Bachelor’s degree in technology or business management

Ø  U.S. citizenship or green card and U.S. residency for five (5) years

This is a full-time position. The application process includes both phone and in person interview(s), a short assessment, and a determination of fit with the client and our staff. Candidates must pass a National Agency Check/OMB clearance.

Equal Opportunity Employer (EEO): SilTek is an equal opportunity employer. We will consider all qualified applicants for employment without regard to race, color, religion, sex, disability, protected veteran, or any other characteristic protected by law. Veterans are encouraged to apply.

SilTek, Inc. offers competitive benefits including health insurance, paid vacation/sick leave, and 401K with match and immediate vesting.

Job Type: Full-time

Required education: Bachelor’s Degree

Required experience: 2 or more years of prior help desk and some operational support experience