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, virtualization, cyber security, software development and data services. We support the Intelligence Community, Department of Defense, Federal Law Enforcement, Civilian Agencies and the Private Sector.

Through strategic partnerships with top industry players such as Amazon Web Services (AWS), Broadcom, Microsoft and Cisco, E-INFOSOL provide an array of IT products and solutions. Combined with our industry expertise, we deliver in-depth knowledge on Government requirements and fully understand NIST and DoD security requirements. Our expertise in the latest technologies combined with our understanding of infrastructure needs and security requirements provides the best combination for achieving innovative and secure environments for Government Agencies and Private Sector.

Career Growth

"Putting People First, Achieving our Mission Together". E-INFOSOL is a people-first organization focusing on a positive employee culture that inspires creativity and innovation in support of our customers. With opportunities such as reimbursement and bonuses based on completion of certifications, we invest in our employees' career growth.

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

Employee Perks:

• UberOne, Company Outings (Sporting events, Happy Hours, etc.), Discounts on services including Pet Insurance

Company Awards

• SBA 8(a) Certified
• SDVOSB
• GSA Contract Holder
• Inc. 5000

Equal Employment Opportunity Policy

E-INFOSOL LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Website: E-INFOSOL.com