Helpdesk Support

Overview

Hybrid
$48,000 - $50,000
Full Time

Skills

Jamf
Google -Suite
Mattermost
GitLab
AWS
CheckMarx
SonarQube
Anchore
Security+CE
Helpdesk

Job Details

Position Title: Helpdesk Support Analyst

Location: Montgomery, AL

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.

Our benefits are very competitive that include 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 a highly qualified Helpdesk Support Analyst. The selected candidate will be part of the Integrated Budget Documentation and Execution System multi-disciplinary team.

Required Qualifications and Skills:

  • Provide help desk support and shall receive, analyze, troubleshoot, and resolve all incidents across multiple Enterprise Services and application teams.
  • Update and develop playbooks to document their approach to maintain continuity of knowledge to resolve issue entries for services.
  • Review playbooks quarterly or as needed to support applicable updates.
  • Assist in the development of automation to help with the daily activities/duties.
  • Assist in renewing the CloudOne SSL/TLS certs for the applications.
  • Review issue tickets for accuracy and completeness.
  • Perform continuous monitoring of the issue management system for outstanding tickets providing Atlas Delivery Manager and NCOIC daily updates.
  • Provide the status of open issue tickets as requested by customers.
  • Verify with the customer that the resolution was effective prior to closing the ticket.
  • Perform quarterly tool license audits to ensure we are maintaining the level of security for potential threats due to unused, open accounts.
  • Create solution sets for common problems and input the completed solution sets into the issue management system.
  • Support the Atlas team in yearly activities such as inventory management, inspections, audits, and reviews as they become required.
  • Desired certifications: Security+CE (IAT Level II)
  • Provide corrective action and diagnose problems through phone, electronic communication and in-person support.
  • Help desk with personnel who possess functional and subject matter expertise specific to supported systems (Jamf, Google -Suite, Mattermost, GitLab, AWS, CheckMarx, SonarQube, Anchore, and NowSecure) to troubleshoot and resolve errors and respond to customer specific trouble requests.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.