Intermediate Helpdesk Specialist

Company Overview

Yakshna Solutions, Inc. (YSI) is a CMMI Level 3 assessed, ISO 9001, ISO 20000‑1, and ISO 27001 certified, woman‑owned small business headquartered in Herndon, Virginia. YSI provides professional IT solutions and services to business corporations and government organizations and is committed to delivering innovative, quality, and cost‑effective IT solutions.

Benefits

• 401(k) retirement plan
• Health, dental, and vision insurance
• Life insurance
• Short‑term and long‑term disability insurance
• Paid time off
• Training and professional development assistance

Responsibilities

• Provide immediate attention and support to customers, especially Top Four (Executive) tickets/issues.
• Prioritize tickets submitted by Agency Leadership, which may require in‑person visits.
• Support VTC end‑user environments.
• Assist users in establishing connectivity when their own efforts fail.
• Track all incidents or outages in the DAF standard ticketing system (ServiceNow), opening tickets immediately upon user report.
• Follow the Priority Response Matrix (Addendum 2) to determine ticket priority based on impact.
• Maintain comprehensive work logs for each ticket, including troubleshooting steps, status updates, and detailed identification of affected users or groups (name, computer number, time reported).

Required Skills & Experience

• 3–5 years of specialized experience in system administration, network administration, or service desk operations within Federal/Department of War (DoW) environments.
• Associate’s degree (or higher) in IT Management, Cybersecurity, Computer Science, or a related discipline; equivalent professional experience also considered.
• Bachelor’s degree or higher strongly preferred for service‑desk management personnel.
• CompTIA Security+ CE or Network+ CE, or ITIL v4 Foundation certification (minimum for operational personnel).
• Active Top‑Secret clearance.