IT Service Desk Specialist III

IT Service Desk Specialist IIILawelawe 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. 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. Responsible for resolving moderate to highly complex technical issues. This position is located at the Naval Health Clinic in Quantico, VA.Key ResponsibilitiesAnswer questions, analyze problems, and provide technical assistance to end users for hardware, software, and systems.Resolve computer software and hardware problems for users.Serve as a contact point for users experiencing issues with computer software, hardware, and operating systems.Provide resolutions for low to moderate technical issues.Acts as the escalation path to resolve moderate to highly complex technical issues.Offer support for call overflow during peak times or reduced staff hours.Serves as the first contact with customers who need technical assistancePerforms troubleshooting PCs, Laptops, Printers, and other devicesProvide quick resolution and excellent customer service.Redirects unresolved issues to level 4 technicians and team leads or escalates to GSC for next level support as necessary.Utilizes ServiceNow to manage tickets counts and respond to usersMaintains SOPs and service catalog on installation of software, configuration of hardware and problem troubleshootingEstablish a timeline and protocol for harder-to-solve problemsPerform system administrator level duties including server administration and security patching, and enterprise system supportResponsible for maintaining an accurate and complete Government asset inventoryOther 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.QualificationsSix (6) years of experience demonstrating proficiency as an IT Service Desk SpecialistBachelor degreeActive secret security clearance requiredMust be a US CitizenIAT-II level baseline certificate according to DoD 8570.01-M certificate requirementsActive CompTIA Security+ CE certificationKnowledge 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.Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Position Type/Expected Hours of Work This is a full-time position. Typical days and hours of work are Monday through Friday and may require overtime occasionally. Evening and weekend hours as required by business need. Position is located at the Naval Health Clinic in Quantico, VA. Salary Dependent on Experience (DOE). Compensation will be based on qualifications, relevant experience, and internal equity.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.