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.