IT Service Desk Specialist II

Job Description

Job 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
As an IT Service Desk Specialist Level II, you will leverage your technical experience and proficiency to provide critical IT support. In this role, you will address and resolve complex user issues, ensuring seamless operations . and supporting users with exceptional customer service.

How You’ll Make An Impact
The IT Service Desk II will provide technical assistance, support, and advice to end users for hardware, software, and systems via phone, email, or chat. 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.

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 complex technical issues.
• Specializes 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 per the establish SLAs
• Redirects unresolved issues to Tier III technicians or escalates to GSC for next level support.
• 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
• Establishes timelines and protocols for harder-to-solve problems.
• May be asked to staff the help desk or go to customer locations throughout the facility.
• May be assigned to unblock CACS
• May be assigned Entitlement Manager duties.
• Responsible for maintaining an accurate and complete government asset inventory.
• Ensures compliance with command training and other employment requirements in accordance with all established policies, procedures, and guidelines used in the MTF
• Completes orientation and competency verification programs in accordance with departmental guidelines.
• 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

• Bachelor's degree 
• Minimum of four (4) years of experience as an IT Service Desk Specialist.
• Active Secret clearance
• US Citizen
• IAT Level II Certification
• CompTIA Security+ Certification
  
  

Bonus If You
Prior experience supporting a DoD environment

Benefits

• A competitive compensation package
• Comprehensive health and wellness benefits, including medical, dental, and vision plans
• Access to company-provided retirement savings options with matching contributions
• Opportunities for professional growth and continued learning
• Additional perks such as discounts on various services and products

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 Defense Inc 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.

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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