Helpdesk Lead - Tier 2 Support (Onsite, DC)

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

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.