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IT Service Desk Specialist III

2 months 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:
The IT Service Desk Specialist III, will provide technical assistance, support, and advice to end users for hardware, software, and systems via phone, email, or chat. 

How you will make an impact:
As an IT Service Desk Specialist III you will are responsible for resolving moderate to highly complex technical issues, acting as the primary frontline technician to field incoming calls, and triaging tickets to respective tier levels within the service desk support structure.

Key Responsibilities:

  • 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.
  • Serves as the first contact with customers who need technical assistance.
  • Performs troubleshooting PCs, Laptops, Printers, and other devices using different diagnostic techniques.
  • Provide quick resolution and excellent customer service 
  • Redirects unresolved issues to level IIII technicians and team leads or escalates to next level support as necessary.
  • Utilizes ServiceNow to manage tickets counts and respond to users.
  • Maintains SOPs and service catalog on installation of software, configuration of hardware and problem troubleshooting Establishing a timeline and protocol for harder-to-solve problems.
  • Obtaining feedback and suggestions for workspace development
  • Establishes timelines and protocols for harder-to-solve problems.
  • Perform system administrator level duties including server administration and security patching, and enterprise system support.
  • Other duties as assigned. 
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:

  • Six (6) years of experience demonstrating proficiency in providing IT support.
  • Bachelor degree
  • Active secret security clearance required
  • IAT-II level certificate per DoD 8570.01-M certificate requirement, CE: Associate level certificate
  • Security+ CE certification 
  • Knowledge of hardware, software, and operating systems.
  • Strong customer service skills.
  • Effective communication skills.
  • Ability to work well under supervision and as part of a team.
Bonus points if:
  • Prior experience supporting a DoD environment

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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