Helpdesk Manager

Yakshna Solutions; Washington (District of Columbia); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

401(k)

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Paid time off

Training and development assistance

Job summary

Yakshna Solutions, Inc. (YSI) seeks a Tier 2 Helpdesk Lead for on-site operations in Washington, DC, with telework only if government authorization.

Lead Tier 2 issues escalated from Tier 1 and local district IT helpdesks, ensuring timely, well-documented ticket resolution. Responsibilities include maintaining the Helpdesk, proper ticket assignments, SLA adherence, and collaboration with IT and business teams to resolve software and hardware issues.

Qualifications

• Bachelor's degree required; equivalent experience considered.
• 4 years IT Helpdesk experience required.
• Active Public Trust or ability to obtain Secret clearance.
• Experience with ticketing systems and escalation processes.

Responsibilities

• Support timely resolution of Tier 1 issues that Tier 1 cannot resolve.
• Maintain primary responsibility for operation of the Helpdesk.
• Ensure tickets are properly assigned and tracked.
• Ensure timely responses per OCIO EOPS SLAs in the EOUSA system.
• Document resolutions in closed tickets and annotate accordingly.
• Flag rising or recurring issues for leadership.
• Assist with job aids, training materials, and FAQs.
• Troubleshoot hardware and software issues.
• Assist customers with installation and configuration of systems.
• Monitor and resolve help desk tickets.
• Collaborate with IT and business teams to resolve software functionality issues.

Skills

Helpdesk support

Ticketing systems

Hardware troubleshooting

Software troubleshooting

Customer support

SLA management

Escalation handling

Leadership

Education

Bachelor's degree

Associate's degree

High School diploma/GED

Job description

Job Title: Tier 2-Helpdesk Lead

Location: Washington, DC (Onsite; telework only if government authorizes)

Status: Full-time, Contract

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, and professional development assistance.

YSI is seeking a Helpdesk Lead to serve as the lead for Tier 2 helpdesk operations, providing escalation support for issues that Tier 1 TechOne/local District IT helpdesks are unable to resolve and oversee timely and properly documented ticket resolution.

Job Responsibilities

• Support 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 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