Tier 1 - Call Center Support

Overview
Softthink Solutions Inc. (STSI), a trusted provider of IT and professional services to federal agencies, is seeking a highly skilled Help Desk Support Specialist to join our dynamic team. This role focuses on providing exceptional support for Microsoft Office (Word, Excel, PowerPoint) issues, along with other IT-related inquiries, ensuring smooth daily operations for end-users. If you are motivated, results-driven, and thrive in a collaborative environment, we encourage you to apply.

Responsibilities
• Serve as the primary point of contact for end-users, providing technical support for Microsoft Office (Word, Excel, PowerPoint) and other IT systems.
• Troubleshoot and resolve issues related to MS Office applications, including formatting problems, data corruption, and functionality errors.
• Offer guidance and training to end-users on best practices and advanced features of Microsoft Office tools.
• Manage and maintain ticketing systems to track, prioritize, and document user requests and resolutions.
• Assist with hardware, software, and basic network troubleshooting as needed.
• Collaborate with IT teams to escalate and resolve complex technical issues.
• Ensure all support requests are addressed within defined service-level agreements (SLAs).
• Create and update technical documentation, FAQs, and user guides specific to MS Office applications.
• Stay informed about updates and new features in Microsoft Office to enhance support services.

Qualifications

Required:
• Minimum of two (2) years of continuous experience in a Help Desk Support role, with a focus on Microsoft Office applications.
• Proven expertise in troubleshooting and resolving issues in Microsoft Word, Excel, and PowerPoint.
• Strong ability to work independently and collaboratively with technical teams.
• Excellent written and oral communication skills to provide clear guidance and support.
• Motivated and results-oriented mindset with a commitment to delivering exceptional customer service.

Preferred:
• Familiarity with Office 365 administration and troubleshooting.
• Experience creating user guides or training materials for MS Office tools.

This is a remote position.

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