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# Service Desk Support

- **Company:** E-INFOSOL LLC
- **Location:** Chantilly, VA, United States
- **Experience:** Starter
- **Salary:** $40,000.0 - $75,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, JIRA, Microsoft Outlook, Monitoring of Systems, Issue Tracking Systems, Microsoft Office, Microsoft PowerPoint, Information Technology, User Administration
- **Published:** October 8, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=530bc54a9c43f687

## About the Role

* 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.

## Description

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.), * 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.