Help Desk Support

Position Title: Helpdesk Support/Customer Support

Location: Camp Pendleton, CA 92055

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.

Required Qualifications and Skills:

• The minimum experience requirements in this category include good work ethic, good skills in reading, writing, and spoken English; effective listening and communication skills, analytical skills with patience in IT troubleshooting with non-technical healthcare users; and the following minimum qualification:

• 2 years of significant experience supporting an automation effort in a helpdesk and troubleshooting capacity.

• In depth knowledge and 2 years hands-on experience with Microsoft Windows 10/11; MS Office:

• 1 year experience providing IT related training.

• Experience and strong troubleshooting skills for desktop/laptop configurations, TCP/IP, network.

connectivity, and Windows desktop operating systems.

• Good work ethic, demonstrated ability to professionally define and resolve computer/printer malfunctions via telephone, email and MS Teams collaboration tool; and

• IT Helpdesk Specialist/Customer Support Technician supporting approximately 500 trouble tickets/mos among approximately 5000 users using approximately 4200 end user devices.

• Professionally take calls using the MID Help Desk phone. Act the first responder for the command in all IT Medical and Dental specific trouble shooting.

• Receive trouble tickets via DHA trouble ticketing system (DHA SERVICENOW) and via email and proceed with resolution or assign the trouble tickets/calls to the Government Services (GS) IT technicians as appropriate. (3 hours)

• Successfully resolve an average of over 500 trouble call tickets per month with 5-10% escalated to DHA Global Service Center GSC Tier 3 support.

• Immediately inform system administrator in the event of a wide network failure and check on the status. (Inform all concerned within 1 hour)

• Inform all of the clinics and command of the failure and progress in restoring IT services

• Resolve computer related problems to all command users covering dental and medical clinics.

• Manage User System Authorization Access Request (SAAR) user account requests and Marine side SAAR user account requests which include creating, moving and disabling these accounts as well as updating records and keeping the completed user SAARs on file.

• Create, move or reactivate, disable user accounts.

• Assist with the Defense Reutilization and Marketing Office (DRMO) in the proper disposal and

• documentation of all government IT assets.

• Resolve user desktop and application issues via phone or using MS Teams collaboration tool (at

• least 20 per day)

• Install and configure commercial off the shelf (COT) and government off the shelf (GOT) software including Java, Flash, DMLSS, and NAVFIT.

• Assist in the quarterly and annual inventory of all MID computer and peripheral equipment ensuring the accountability of all equipment for the command and its outlying clinics.

• Configure Personal Computers (PC) for end users and assist in the deployment and installation of PCs, monitors and printers.

Job Responsibilities.

Perform routine IT system maintenance and daily operation support, including but not limited to the following:

Service Calls - The Contractor shall receive assignments directly from the Help Desk telephone calls, walk-ins, emails, and IT trouble tickets. The MID office has multiple phones designated to the contractors to receive Help Desk calls.

Service Call Tracking - The Contractor shall log all requests for assistance and direct contact with end-users by entering it into the IT trouble ticketing system.

Initiation and Completion of Service Tickets - The Contractor shall initiate and close out all service tickets in the IT trouble ticketing system.

Contractor Point of Contact for Hardware Repair- The contractor shall respond, investigate and resolve user's IT operational problems (i.e., hardware/software, system administration, etc.).

End-User Hardware/Software Configuration Requirements - The Contractor shall implement hardware and software configurations based upon Standards and user requirements and document.

Problem Resolution Time - The Contractor shall respond to all requests for service within 3 working hours after receiving the call for assistance. The Contractor shall attempt to resolve the end-user's problem including locked user account and expired password at the time of arrival. The Contractor will escalate more complex IT issues to the SysAdmin IT Government and Contractor specialists. There is no assignment/demarcation for Tier 1 as supported by the contractor and Government specialists. Government and contract specialists work on the same Tier 1 trouble tickets.

The Contractor shall advise the end-user of the situation and estimated time of return to solve the problem.

Priority Personnel - Priority personnel include the Commanding Officer (COM), Executive Officer (XO) Command Master Chief (CMC), Directors and CO's executive administrative staff. Priority Personnel are to be given priority over all other calls. The Contractor shall respond to request from

priority personnel within 15 minutes after Help Desk receives the call.Multiple priority calls will be handled in chronological order. Request to reprioritize a call should be directed to the MID GS Lead Technician for resolution. The GS Lead Technician, when notified by the Contractor, will determine priority of calls for assistance when the volume exceeds the ability of the Contractor to meet the performance deadline.

Response to Emergency Conditions: The Contractor shall immediately inform the GS Lead Technician of emergency conditions defined below. An emergency situation shall take precedent over priority calls from priority personnel. The Contractor shall notify the GS Lead Technician immediately upon notification of the following emergency:

 A complete system crashed

 Loss off local area network

 Unexpected power outage

 Loss of Digital Dental Tmaging (DDT) capability

 A security breach

 Loss of capability due to fire or water damage

Equipment Moves: The Contractor shall assist with building equipment moves or disconnecting/reconnecting cabling as assigned by work center supervisor.

In-House Accessible Data Cabling Replacement: The Contractor shall check in-house data cabling when it is considered to be an operational problem and advise the GS Lead Technician of faulty cabling needing replacement within 30 minutes of identifying the problem.

Salary: $50K- $60K Annually with benefits

Job Types: Full-time, Contract

Pay: $40,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• TCP/IP, network. connectivity: 2 years (Preferred)
• ServiceNow: 2 years (Preferred)
• Computer hardware: 2 years (Preferred)
• Customer support: 2 years (Preferred)
• Help desk: 2 years (Preferred)
• Microsoft Windows 10/11: 2 years (Preferred)
• Troubleshooting: 2 years (Preferred)

Work Location: In person

Salary : $50,000 - $60,000