Onsite Tier 2 Helpdesk Lead — SLA-Driven IT Support

Yakshna Solutions

Washington (District of Columbia)

On-site

USD 70,000 - 100,000

Full time

3 days ago

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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.