ServiceDesk Technician

Job Title: Help Desk Specialist

Location: Quantico, VA

Status: Full-time, Onsite

Clearance: Top Secret

Yakshna Solutions, Inc., (YSI) is a CMMI Level 3 assessed, ISO 9001, 20000:1, 27001 certified, woman-owned small business enterprises, headquartered in Herndon, Virginia, USA. YSI provides professional IT solutions and services to business corporations and government organizations. YSI is committed to serve its 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 Help Desk Specialist to join our team. The candidate will be responsible for Tier 1 and Tier 2 technical support for the applications, aligned to Service Desk. Handles user inquiries, monitors service requests, and troubleshoots incidents during required operating hours (0600 1800 EST). Escalates unresolved issues to higher-tier support and coordinates with system administrators, developers, and database teams. Tracks ticket metrics, maintains service records, and ensures compliance with Service Level Agreements (SLAs) outlined in the PMP and QASP.

Required skills and experience

• Top Secret Clearance required
• Associate s degree in Information Technology or related field with 3+ years of help desk or technical support experience, or 5+ years of direct experience.
• The candidate will be responsible for Tier 1 and Tier 2 technical support for the program suite of applications, aligned to Service Desk. Handles user inquiries, monitors service requests, and troubleshoots incidents during required operating hours (0600 1800 EST).
• Escalates unresolved issues to higher-tier support and coordinates with system administrators, developers, and database teams.
• Tracks ticket metrics, maintains service records, and ensures compliance with Service Level Agreements (SLAs) outlined in the PWS and QASP.
• Effectively collaborate with others.
• General experience with MS Excel capturing statistics/metrics for charting/tracking
• General technical writing experience updating user manuals/SOPs, capturing meeting minutes, etc.
• General experience is application testing during planned/unplanned outages, new application releases, etc.
• CompTIA Security+ or equivalent certification required