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Intermediate Helpdesk Specialist |
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 an Senior Helpdesk Specialist to provide customer service to either phone-in or walk-in customers, and to provide support to customer request tickets submitted through the DAF standard service request portals and ticketing systems on unclassified or classified networks.
Responsibilities
- Ensure immediate attention and support is provided to the customer Top Four (Executive tickets/issues). Tickets submitted by Agency Leadership will receive priority and an in-person visit may be required.
- VTC End-User Support.
- Assist users in establishing connectivity when their own efforts fail.
- Track all incidents or outages in a ticket maintained in a DAF standard ticketing system, currently Service Now (SNow).
- Tickets shall be opened immediately upon user report of an incident, problem, or outage in accordance with the Priority Response Matrix (Addendum 2) which provides an explanation of the different impacts to assist in determining the priority level.
- All tickets shall include a comprehensive work log of all troubleshooting, status updates, as well as listing every affected user or group by name, computer number, and time reported.
Required Skills & Experience
- At least 3-5 years of specialized experience in system administration, network administration, or service desk operations within Federal/Department of War (DoW) environments for operational personnel
- Associate’s (or higher) degree in IT Management, Cybersecurity, Computer Science, or a related discipline; equivalent professional experience will also be considered for service desk operational personnel
- A Bachelor’s or higher is strongly preferred for service desk management personnel
- CompTIA Security+CE or Network+CE, or ITILv4 Foundation (minimum for operational personnel)
- Active Top-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.
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