Tier 2-Helpdesk Lead

Tier 2-Helpdesk Lead - Washington, DC (Onsite; telework only if government authorizes)

YSI Jobs - YSI Admin

Title Job Description 900001 Tier 2-Helpdesk Lead

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 Helpdesk Lead to serve as the lead for Tier 2 USAidam helpdesk operations, providing escalation support for USAidam issues that Tier 1 Tech One/local District IT helpdesks are unable to resolve and oversee timely and properly documented ticket resolution.

• Support USAidam systems in the timely resolution of issues that Tier 1 Tech One/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.

• 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

YSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.