IT Service Desk Specialist III

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.

Responsibilities

• Answer 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.
• Act as the escalation path to resolve moderate to highly complex technical issues.
• Offer support for call overflow during peak times or reduced staff hours.
• Serve as the first contact with customers who need technical assistance.
• Perform troubleshooting on PCs, Laptops, Printers, and other devices.
• Provide quick resolution and excellent customer service.
• Redirect unresolved issues to level 4 technicians and team leads or escalate to GSC for next level support as necessary.
• Utilize ServiceNow to manage ticket counts and respond to users.
• Maintain SOPs and service catalog on installation of software, configuration of hardware and problem troubleshooting.
• Establish a timeline and protocol for harder-to-solve problems.
• Perform system administrator level duties including server administration and security patching, and enterprise system support.
• Responsible for maintaining an accurate and complete Government asset inventory.
• Other duties as assigned.

Qualifications

• Six (6) years of experience demonstrating proficiency as an IT Service Desk Specialist.
• Bachelor degree.
• Active secret security clearance required.
• Must be a US Citizen.
• IAT-II level baseline certificate according to DoD 8570.01-M certificate requirements.
• Active CompTIA 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.