Helpdesk Lead
Job in
Washington, District of Columbia, 20022, USA
Listed on 2026-08-28
Listing for:
Yakshna Solutions
Full Time
position Listed on 2026-08-28
Job specializations:
-
IT/Tech
HelpDesk/Support, IT Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
Job Title
Tier 2-Helpdesk Lead
LocationWashington, DC (Onsite; telework only if Client authorizes)
StatusFull-time, Contract
ClearancePublic Trust
SalaryYakshna 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
- professional development assistance
- 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 USAidam 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
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