IT Service Desk Specialist (TS/SCI Eligible)

E-INFOSOL; Washington (District of Columbia); On-site; USD 76,000 - 82,000; Full time

Benefits offered by this job

Medical insurance

Dental & Vision

401k match

HSA/FSA

Paid holidays

Job summary

E-INFOSOL LLC is seeking a Service Desk Support specialist to join our Washington, DC team. This full-time role calls for handling IT incidents and service requests, administering user accounts, and coordinating with engineering and networking teams to deliver timely resolutions.

The candidate will operate within standard hours (7:00am–6:00pm EST) with occasional after-hours support for critical incidents, and must possess a TS clearance with SCI/CI eligibility.

Qualifications

• Active Top Secret clearance with SCI/CI Poly eligibility.
• Bachelor's degree in CS, IT, Engineering, or related technical discipline (or equivalent experience).
• Minimum 1 year experience with ITIL and ITSM frameworks.
• 1–3 years’ experience using Windows 11 and MS Office Suite (Word, Excel, PowerPoint, Outlook).
• Strong verbal and written communication skills across the organization.
• Minimum 3 years’ experience in IT technical support/service desk in enterprise environments.

Responsibilities

• Serve as the first point of contact for users reporting IT application issues or service requests.
• Perform user administration tasks: account creation, password resets, permissions management.
• Support incident and request management: log, categorize, prioritize incidents and requests.
• Diagnose, troubleshoot, resolve user problems with usage and glitches.
• Escalate unresolved problems to higher-level teams.
• Document issue resolution and maintain service desk records.
• Guide users through troubleshooting steps and provide training on IT systems.
• Update and maintain knowledge bases for common issues and solutions.
• Provide user training, create FAQs, and draft announcements.
• Monitor system performance for optimal functioning.
• Generate reports on incident trends and service support metrics.
• Coordinate with other IT teams to resolve issues.

Skills

Top Secret clearance

SCI/CI Poly eligibility

Bachelors degree

ITIL/ITSM

Windows 11

MS Office Suite

Communication skills

JIRA

Remote user support

Independent work

Incident management

Documentation & knowledge sharing

IT certifications

Education

Bachelor's degree in Computer Science / Information Technology / Engineering or related field

Tools

JIRA

MS Office

Job description

E-INFOSOL LLC is seeking a Service Desk Support specialist to join our Washington, DC team. This full-time role calls for handling IT incidents and service requests, administering user accounts, and coordinating with engineering and networking teams to deliver timely resolutions.

The candidate will operate within standard hours (7:00am–6:00pm EST) with occasional after-hours support for critical incidents, and must possess a TS clearance with SCI/CI eligibility.