Helpdesk Lead

Yakshna Solutions; Washington (District of Columbia); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401(k)

Health, dental, and vision insurance

Life insurance

Short-term and long-term disability

Paid time off

Training

Professional development assistance

Job summary

Yakshna Solutions is seeking a Tier 2-Helpdesk Lead to oversee the USAidam Helpdesk in Washington, DC. This onsite role requires active Public Trust or ability to obtain Secret clearance and focuses on timely resolution of complex IT issues and ticket management.

The ideal candidate has 4+ years in IT helpdesk, strong troubleshooting skills, and the ability to coordinate with cross-functional teams to support business-user needs.

Qualifications

• Bachelor's degree or higher; substitution allowed with equivalent experience.
• 4 years of IT Helpdesk experience or related.
• Experience troubleshooting hardware and software issues and tickets.
• Active Public Trust or ability to obtain Secret clearance.

Responsibilities

• Provide Tier 2 helpdesk leadership and ensure timely issue resolution.
• Operate USAidam Helpdesk and manage ticket routing per SLAs.
• Document resolutions and assist with user guides and FAQs.
• Troubleshoot hardware/software issues and assist with installations.
• Coordinate with IT and business teams to resolve system problems.

Education

Bachelor's degree

Associate's degree with 6 years of experience

High School diploma/GED with 8 years of experience

Job description

Job Title

Tier 2-Helpdesk Lead

Location

Washington, DC (Onsite; telework only if Client authorizes)

Status

Full-time, Contract

Clearance

Public Trust

Salary

Yakshna Solutions, Inc., (YSI) is a CMMI Level 3 assessed, ISO 9001, 20000:1, 27001 certified, woman-owned small business enterprises, headquartered in Herndon, VA, USA. YSI provides professional IT solutions and services to business corporations and government organizations. YSI is committed to serving business communities as a leading IT vendor providing innovative, quality, and cost-effective IT business solutions and services.

We offer a competitive benefits package that includes the following:

• 401(k)
• health, dental, and vision insurance
• life insurance
• short-term and long-term disability insurance
• paid time off
• training
• professional development assistance

Job Responsibilities

• Support USAidam systems in the timely resolution of issues that Tier 1 TechOne/local District IT helpdesks are unable to resolve
• Maintain primary responsibility for operation of the USAidam Helpdesk
• Ensure tickets are properly assigned
• Ensure users receive timely responses according to SLAs defined by OCIO EOPS in the EOUSA ticketing system
• Ensure resolutions are properly documented and annotated in closed tickets
• Flag rising or reoccurring issues for the Project Lead and Government PMs
• Assist with Job Aids, training materials, and FAQs.
• Troubleshoot hardware and software issues
• Assist customers with installation and configuration of computer systems and accessories
• Monitor and resolve help desk tickets
• Handle customer issues; and work with IT and business teams to troubleshoot, analyze, and resolve software application functionality issues affecting business-user needs.

Required Skills & Experience

• Bachelor s degree. Education substitution: Associate s degree with 6 years of experience, or High School diploma/GED with 8 years of experience.
• 4 years of experience in the IT Helpdesk field.
• Experience troubleshooting hardware and software issues; handling customer issues; monitoring and resolving help desk tickets; working with IT and business teams to analyze and resolve software application functionality issues; and supporting business-user needs.
• Active Public Trust or must be able to obtain a Secret clearance