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# Tier 2-Helpdesk Lead

- **Company:** Yakshna Solutions, Inc.
- **Location:** Washington, DC, United States (Remote available)
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Software Applications, Issue Tracking Systems, Software Engineering, SC Clearance, Information Technology
- **Published:** August 22, 2026
- **Apply:** https://www.dice.com/job-detail/8f27ac53-492a-4818-9300-2e5223dbf04d

## About the Role

* 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

## Description

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 TechOne/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 TechOne/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.


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