Service Desk Support

E-Infosol LLC • Washington, DC

2d • $40,000 - $75,000 • Onsite

About The Position

E-INFOSOL LLC is seeking a motivated and results-driven Service Desk Support to be a full-time employee in Washington, DC to join our innovative and customer solutions focused team. The standard hours of operation are between 7:00 am – 6:00 pm EST, Monday through Friday. Occasional support outside of normal business hours may be required to support critical incidents.

Requirements

• Active Top Secret clearance with SCI/CI Poly eligibility
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline (or equivalent experience).
• Minimum 1 years’ experience and knowledge of ITIL and ITSM frameworks.
• 1-3 years’ experience using Windows 11 and MS Office Suite (Word, Excel, Power Point and Outlook)
• Possess strong verbal and written communication skills, and interact effectively at all levels within the organization
• Minimum 3 years’ experience with the following: IT technical support or service desk experience in a professional or enterprise environment.
• Minimum 3 years’ experience using ticketing systems, such as JIRA.
• Minimum 3 years’ experience with customer service-oriented experience supporting remote users or working in a multi-location organization.
• Minimum 3 years’ experience working independently, within a team environment and taking initiative to resolve issues.
• Minimum 3 years’ experience supporting incident management, and documentation, knowledge sharing, and user and systems administration.

Nice To Haves

• CompTIA A+, ITIL Foundations, or other relevant IT certifications preferred.

Responsibilities

• Serve as the first point of contact for users reporting IT application issues or submitting service requests through ticketing systems, email, and/or phone inquiries.
• Perform user administration tasks such as account creation, password resets, and permissions management.
• Support incident and request management: Log, categorize, and prioritize all incidents and service requests.
• Diagnose, troubleshoot, and resolve user problems with usage and glitches.
• Escalate unresolved problems to the appropriate higher-level support teams.
• Document issue resolution and maintain service desk records.
• Support documentation and knowledge sharing: Guide users through troubleshooting steps and provide training on how to use IT systems.
• Update and maintain documentation and knowledge bases for common issues and solutions.
• Provide user training, create FAQs, and draft announcements.
• Monitor system performance to ensure optimal functioning.
• Generate reports on incident trends and service support performance metrics to identify areas for improvement.
• Coordinate with other IT teams, such as development, engineering, and networking, to resolve issues.

Benefits

• Medical – company subsidized premiums for employees, including family and dependent options.
• Dental and Vision
• Retirement Savings (401k) up to 4% match
• Health Savings Account (HSA), FSA and DCFSA
• Company-paid Short/Long-term disability (w/ additional supplemental options)
• Company-paid Life and AD&D (w/ additional supplemental options)
• Generous Paid Time Off and ALL 11 Federal Holidays
• Legal and Identity Protection Services
• Bonuses for certifications and reimbursement
• UberOne
• Company Outings (Sporting events, Happy Hours, etc.)
• Discounts on services including Pet Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level