Helpdesk Lead

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