Tier 2 Helpdesk Lead: Escalations & SLA Champion

Yakshna Solutions, Inc.; Washington, Northern (District of Columbia, KY); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

401(k)

Health insurance

Dental insurance

Vision insurance

Life insurance

Short/Long-term disability insurance

Paid time off

Training

Professional development

Job summary

Yakshna Solutions, Inc in the United States seeks a Helpdesk Lead for Tier 2 USAidam operations. You will oversee the helpdesk, escalate issues, and ensure timely ticket resolution with defined SLAs. Must be a US citizen or Green Card holder and able to obtain a Secret clearance.

Equal opportunity employer with comprehensive benefits. The role requires 4+ years in IT Helpdesk, strong hardware/software troubleshooting, and coordination with IT and business teams.

Qualifications

• Bachelor’s degree required. 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

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 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.

Education

Bachelor’s degree

Education substitution path

Job description

Yakshna Solutions, Inc in the United States seeks a Helpdesk Lead for Tier 2 USAidam operations. You will oversee the helpdesk, escalate issues, and ensure timely ticket resolution with defined SLAs. Must be a US citizen or Green Card holder and able to obtain a Secret clearance.

Equal opportunity employer with comprehensive benefits. The role requires 4+ years in IT Helpdesk, strong hardware/software troubleshooting, and coordination with IT and business teams.