IT Service Desk Specialist II

About Us

Lawelawe is a Native Hawaiian Owned Small Disadvantaged Business (NHO SDB) specializing 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 drive business success and support our mission to uplift economically disadvantaged Native Hawaiian families and preserve Native Hawaiian heritage.

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 times or reduced staff during peak hours.
• Serves as the first contact with customers who need technical assistance.
• Performs troubleshooting on PCs, laptops, printers, and other devices using different diagnostic techniques.
• Provides quick resolution and excellent customer service per established SLAs.
• Redirects unresolved issues to Tier III technicians or escalates to GSC for next-level support.
• Utilizes ServiceNow to manage ticket counts and respond to users.
• Maintains SOPs and service catalog on installation of software, configuration of hardware, and problem troubleshooting.
• 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.

Requirements

• 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.

Preferred Qualifications

• 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.