Tier 1 - Call Center Support
Full Time • Fully Remote - US
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.
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.
Compensation: $18.00 - $20.00 per hour
Mission Statement
Softthink Solutions’ mission is to drive continuous innovation in IT services by prioritizing product development and implementing trustworthy computing practices. Our focus on secure and reliable product delivery is backed by sound business practices and a commitment to the long-term satisfaction of our clients in every project, regardless of its size or complexity.
Through our innovative solutions and dedicated team of experts, we strive to exceed our clients’ expectations and set the standard for excellence in the IT industry.
Vision Statement
At Softthink Solutions, our vision is to be a trusted partner for our clients, empowering them to bring their ideas to life in the most efficient and effective manner possible. We are committed to using established best practices, industry-standard processes, and cutting-edge technology to deliver top-notch solutions that exceed expectations.
Our goal is to be recognized as leaders in the industry for our innovative, reliable, and secure IT services and solutions, and to drive the success of our clients through every project we undertake.
Careers
STSI is an independent US-based Software services and consulting partner with a primary focus on long-term relationships with both clients and team members.
STSI offers team members cutting-edge technology, training, and career guidance to expand and grow their skill sets and bring maximum value to our clients.
STSI is constantly reviewing and expanding its people strength and strives to optimally match client needs to team member talents. We are a people-oriented company seeking the best and brightest to join our team. We work with a variety of employment statuses – from citizens to permanent residents to H1B and EAD immigrants. We have openings for entry level as well as senior positions across a variety of specializations with active in-house and client projects.
In an industry that’s constantly reinventing itself, STSI challenges its team members and consultants with engagements that involve specialized services and advanced IT solutions – applying agile development principles, methodical planning, creative thinking, and continuous learning. A dynamic environment keeps our team members ahead of the curve by providing:
In an industry that’s constantly reinventing itself, STSI challenges its team members and consultants with engagements that involve specialized services and advanced IT solutions – applying agile development principles, methodical planning, creative thinking, and continuous learning. A dynamic environment keeps our team members ahead of the curve by providing:
- Opportunities to work with leading multinational clients.
- A comprehensive portfolio of solutions that span leading-edge technologies from Enterprise Architecture to Business Intelligence to Quality Assurance
- Established methodologies, processes, and mentoring to maximize efficacy and efficiency.
- A growing R&D division continually exploring and pioneering the latest technological developments in a variety of disciplines.
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