Helpdesk Specialist - TS

Yakshna Solutions, Inc.; Quantico (VA); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

401(k)

Health insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability insurance

Long-term disability insurance

Paid time off

Training and professional development

Job summary

Yakshna Solutions, Inc. (YSI) seeks an Intermediate Helpdesk Specialist to deliver frontline IT support to phone-in and walk-in customers at the Quantico, VA site.

You will handle requests submitted via DAF portals and tickets in ServiceNow, ensuring rapid, documented responses for classified and unclassified networks. Ideal candidates have 1–2 years in system/network admin or service desk within DoD environments, an IT-related degree, and an active Top-Secret clearance.

Qualifications

• 1–2 years of specialized experience in system/network administration or service desk within Federal/DoW environments.
• Associate degree or higher in IT-related field; Bachelor preferred for management roles.
• Active Top-Secret Clearance required.

Responsibilities

• Provide customer service to phone-in or walk-in customers and support tickets.
• Support tickets submitted through DAF standard service request portals and ticketing systems (e.g., ServiceNow).
• Open tickets immediately upon user report of incident/outage per Priority Response Matrix.
• Maintain comprehensive work logs with status updates and affected users/groups.

Skills

System administration

Network administration

Service desk

Education

Associate degree in IT Management or related field

Bachelor's degree preferred for management roles

CompTIA Security+CE or Network+CE

ITIL v4 Foundation

Tools

ServiceNow

Job description

Job Title: Intermediate Helpdesk Specialist

Location: Quantico, VA (Onsite)

Clearance: Active Top Secret clearance

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

YSI is seeking an Intermediate Helpdesk Specialist to provide customer service to either phone-in or walk-in customers, and to provide support to customer request tickets submitted through the DAF standard service request portals and ticketing systems on unclassified or classified networks.

Responsibilities

• Ensure immediate attention and support is provided to the customer Top Four (Executive tickets/issues). Tickets submitted by Agency Leadership will receive priority and an in-person visit may be required.
• VTC End-User Support.
• Assist users in establishing connectivity when their own efforts fail.
• Track all incidents or outages in a ticket maintained in a DAF standard ticketing system, currently Service Now (SNow).
• Tickets shall be opened immediately upon user report of an incident, problem, or outage in accordance with the Priority Response Matrix (Addendum 2) which provides an explanation of the different impacts to assist in determining the priority level.
• All tickets shall include a comprehensive work log of all troubleshooting, status updates, as well as listing every affected user or group by name, computer number, and time reported.

Required Skills & Experience

• At least 1-2 years of specialized experience in system administration, network administration, or service desk operations within Federal/Department of War (DoW) environments for operational personnel
• Associate s (or higher) degree in IT Management, Cybersecurity, Computer Science, or a related discipline; equivalent professional experience will also be considered for service desk operational personnel
• A Bachelor s or higher is strongly preferred for service desk management personnel
• CompTIA Security+CE or Network+CE, or ITILv4 Foundation (minimum for operational personnel)
• Active Top-Secret Clearance