IT Service Desk Specialist III

Bethesda, MD
Full Time
Lawelawe Defense Inc
Experienced

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. 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.


Key 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.
  • 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 assistance
  • Performs troubleshooting PCs, Laptops, Printers, and other devices
  • Provide 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 users
  • Maintains 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 in providing IT support.
  • Bachelor degree
  • Active secret security clearance required
  • 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.

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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