Service Desk Support

PID: 26-24-09-004 Summary E-INFOSOL LLC is seeking a motivated and results-driven Service Desk Support be a full-time employee in Washington, DC to join our innovative and customer solutions focused team.  Standard Hours of Operation: between 7:00am – 6:00pm EST, Monday through Friday. (May require occasional support outside of normal business hours to support critical incidents.) Key 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. Required Qualifications 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. using ticketing systems, such as JIRA. customer service-oriented experience supporting remote users or working in a multi-location organization. working independently, within a team environment and taking initiative to resolve issues. supporting incident management, and documentation, knowledge sharing, and user and systems administration. CompTIA A+, ITIL Foundations, or other relevant IT certifications preferred. About E-INFOSOL E-INFOSOL is a Service Disabled and Veteran Owned Small Business (SDVOSB) located in the Washington, D.C. metropolitan area. We specialize in building modern and tailored solutions to support our customers’ mission. As a mission-first organization, we deliver Subject Matter Expertise (SME) in cloud computing,…