Position- Helpdesk Specialist

Location- San Antonio, TX/ Randolph AFB, Texas

Clearance- Secret

Yakshna Solutions, Inc. is seeking a Help Desk Technician I fully adjudicated IT Level II NACLC or Secret clearance to work at Randolph AFB, Texas. The Help Desk Technician I will support the Air Force Recruiting Information System team and will be responsible for all Tier I escalated incidents, to perform proactive near-real-time system monitoring that is applicable to the support to the program; troubleshoot and resolve trouble tickets, collaborate with development team to recreate problems in test environment, verify issue resolution on customer’s behalf, verify with the customer that the issue has been resolved and update using the Remedy ticketing system.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications Required:

· Bachelor’s Degree in a related technical discipline, or the equivalent combination of education, technical certifications, or training or work experience.

· 3 years of directly related experience in supporting Tier I and Help Desk operations.

· Proficient in the use of Bugzilla, BMC Remedy, or JIRA Service Desk, or PRISM, or ServiceNow “Support IT”, contract and purchasing software.

· Familiarization with specific technologies (e.g. Oracle, Sybase, RedHat, Windows, ClearCase, Serena etc.) desired.

· Proficiency in MS Office products.

· Knowledgeable in the use of remote-control utilities to resolve customer issues.

· Familiar with a variety of field’s concepts, practices, and procedures.

· Experience in providing technical support and troubleshooting network, desktop and/or systems hardware and software.

· Excellent communication, business analytical and problem-solving/trouble shooting skills.

· Effective Customer Service and management skills/capabilities; including a demonstrated ability to work cross-functionally (internally) and/or externally.

· Strong English language skills (both written and verbal).

· Must have a self-starter mentality with the ability to work independently and as a team member in a collaborative environment.

· Ability to efficiently handle stressful situations.

Security/Certification Requirements:

· Fully adjudicated IT-II NACLC or Final Secret Security Clearance required.

Qualifications Desired:

· Help Desk Tier II or III support experience preferred.

· Human Resources or Payroll System or Financial or procurement or contracting and acquisition background preferred.

Essential Functions and Responsibilities:

· Provide Tier I Help Desk support, ensure that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately.

· Update Known Error Database.

· Provide Level I support for escalated incidents, and perform proactive near-real-time system monitoring that is applicable to the program solution/application(s), requiring application-specific knowledge and reach-back to Oracle, as necessary, to resolve product issues.

· Provide Government with recommendations to reduce or eliminate unnecessary work and reduce number of handoffs and volume of Level II and III incidents.

· Participate in governance activities as required, including analysis, determination of root cause, document findings.

· Provide support for system release related activities (e.g., create, document, test and support the production patches that are built to move the code from the code base to production).

· Provide Level III support to include but not limited to the following activities: Analyze and Resolve Changes escalated from Level II and document analysis/findings; Perform advanced incident trend analysis.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience level:

• 5 years

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Associate (Preferred)

Experience:

• software testing, development, deployment: 3 years (Preferred)
• Hardware/ Software Troubleshooting: 3 years (Preferred)
• Bugzilla: 3 years (Preferred)
• Helpdesk suppport: 3 years (Preferred)
• JIRA: 3 years (Preferred)
• Remedy: 3 years (Preferred)
• MS Office: 3 years (Preferred)

License/Certification:

• Security (Preferred)

Security clearance:

• Secret (Preferred)

Ability to Relocate:

• San Antonio, TX: Relocate before starting work (Preferred)

Work Location: Remote