IT Help Desk

1 month ago

Bethesda, United States Lawelawe Defense Inc Full time
Job DescriptionJob Description

Who we are:

Lawelawe is a Native Hawaiian Owned Small Disadvantaged Business (NHO SDB) that specializes in providing a range of services to federal government clients, including program management, digital solutions, human capital and training, and medical staffing. Lawelawe leverages our NHO status to secure federal contracts that not only drive business success but also support our overall mission to uplift economically disadvantaged Native Hawaiian families and preserve the Native Hawaiian heritage.

You are:

A skilled IT professional with a strong background in providing technical support and resolving complex technical issues. You are proactive, detail-oriented, and have a passion for helping others. Your expertise in IT support, combined with your strong communication skills, makes you an essential part of our team.

How you will make an impact:

As an IT Service Desk Specialist Level II, you will play a critical role in ensuring that end users receive timely and effective technical support. You will leverage your specialized knowledge to resolve moderate to highly complex technical issues, contributing to the smooth operation of our IT systems and enhancing user satisfaction.

Responsibilities:
  • Provide tier II mobility support 
  • Assists with monthly usage reports and provides input to monthly branch program review meetings.
  • Helps with device upgrades and device swaps when carrier contracts change.
  • Assists with provisioning new devices through the DISA portal.
  • Ensures device inventory is up to date and accurate
  • Answers questions, analyzes problems, and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
  • Resolves computer software and hardware problems of users.
  • Acts as a contact for users having problems using computer software, hardware, and operating systems.
  • Acts as the escalation path to resolve moderate to highly complex technical issues.
  • Specialized in certain aspects of technologies to assist the customer base.
  • Provides support for call overflow during peak time or reduced staff during peak hours.
  • Performs more varied and difficult tasks compared to Level 1.
The team:

Lawelawe Defense Inc ("LDI") is an SBA Certified 8(a) Native Hawaiian Owned (NHO) SDB. Lawelawe Defense offers an outstanding record of delivery on various projects encompassing: Program and Portfolio Management; Systems Engineering and Architecture; Network Engineering and Operations; Data Center Optimization and Operations; Desktop/Server and Application Virtualization

Here's what you need:
  • Minimum of 4+ years of experience demonstrating the required proficiency in IT support
  • Bachelor’s degree in Computer Science, Information Systems, and/or equivalency
  • Security+ CE certification
  • Active Secret clearance required
  • Must be a U.S. Citizen
Bonus points if:
  • You have prior experience supporting a DoD environment.
  • Prior experience provisioning and managing mobile devices, primarily Apple highly preferred
  • Familiarity with Mobile Iron
  • Previous experience with ServiceNow

Disclaimer:

The above job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Candidates possessing the necessary qualifications for the position will be considered.

Lawelawe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.

Notice to all Applicants:

Offers of employment are contingent upon satisfactory completion of a comprehensive background verification, inclusive of a criminal record check. Employment may be subject to other background checks, as required by the position.

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