IT Help Desk Specialist

About the role

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. 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.

A tech-savvy problem solver with a customer-first mindset. You have solid experience in IT support and are comfortable working in high-demand environments where reliability and responsiveness are essential. You are passionate about helping others, skilled at troubleshooting both software and hardware, and detail-oriented when it comes to maintaining inventory and documenting solutions. You thrive in team settings, but can work independently. You're also confident providing in-person support and have a strong understanding of IT asset management, networking, and help desk systems.

Responsibilities

• Install, configure, and update hardware and software for end users
• Respond to user support tickets and resolve issues related to software, hardware, networking, and system access
• Perform desk-side support and coordinate with internal/external IT teams as needed
• Monitor and manage IT inventory, ensuring proper lifecycle management and usage tracking
• Provide informal user training and troubleshooting tips to improve end-user experience
• Support and troubleshoot local network issues, including VPN and wireless connections
• Maintain accurate technical documentation, including FAQs and support procedures
• Manage and update help desk tickets in the organization’s ticketing system
• Conduct regular physical and system-based inventory audits
• Coordinate with vendors for hardware repair and warranty services
• Maintain a spare parts inventory to support mission-critical hardware availability
• Communicate status updates effectively with users and IT team leadership
• Perform other IT-related duties as required to support overall mission objectives

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field
• 3–5 years of experience providing end-user technical support
• Proficiency in operating systems (Windows/macOS), hardware (laptops, desktops, printers), and common applications
• Strong experience using help desk ticketing systems and remote support tools
• Familiarity with inventory management best practices and tools
• Ability to work independently and provide desk-side support in an on-site environment
• Excellent interpersonal, communication, and customer service skills
• Must be a US citizen--verification required

Skills

• Industry-recognized certifications in IT support, networking, or service management (e.g., CompTIA A+/Network+, Microsoft Certified, ServiceNow Certified System Administrator, ITIL Foundation, or equivalent)
• Experience supporting IT operations in a Federal government or enterprise environment
• Familiarity with ServiceNow or other IT Service Management (ITSM) platforms
• Working knowledge of network fundamentals, cybersecurity best practices, and asset management systems

Benefits

• Medical, dental, and vision coverage
• 401(k) with company match
• Paid time off (separate from 11 federal holidays)
• Remote, Hybrid, and Onsite work
• Career development and training opportunities
• Mission-driven, community-focused work