Help Desk Support Services Specialist- Intermediate

The ideal candidate will join our Help Desk team which coordinates the handling of incidents, problems, service, and change requests for end users of unclassified and classified systems. The Help Desk is the central point of communication between the IT team and the IT user community for all service disruptions, service requests, and change requests., * Utilize the Government-provided helpdesk system (ServiceNow) to log, monitor, document, and close network trouble tickets.

• Fully document tickets, including troubleshooting steps, root cause analysis, and resolution.
• Investigate, resolve, document, and report the causes of high and critical incidents/problems.
• Maintain current knowledge with respect to relevant, state-of-the-art hardware, software, solution sets, etc., to provide innovative solutions and recommendations.
• Troubleshoot, prioritize, research, and document user problems thoroughly within the helpdesk system.
• Escalate unresolved issues to the appropriate tier II or tier III support teams.
• Provide end-user device (EUD) support services and incident resolution remotely or on-site
• Notify users electronically about the status of their incidents or requests using government-provided communication tools (e.g., desk phones, email)
• Provide support for hardware, software, and associated peripherals (including Government Furnished Property).
• Support End User Devices (EUD) lifecycle management including configuration, installation, and imaging of workstations, laptops, and peripherals
• Remediate all security vulnerabilities on all servers, desktops, and infrastructure devices to meet security and operational requirements.
• Support installations for VoIP devices, workstations, laptops, and other end-user devices
• Track, stage, configure, install, and deploy end-user hardware, and software
• Assist users in backing up and restoring files, including troubleshooting issues related to accidental file deletion, system corruption, hardware failure, or other causes.
• Support the backup and restoration of data to and from external media or drives
• Assist with the collection, organization, and tracking of IT equipment and provide recommendations for disposal as required.
• Provide support for ATAMMC IM/IT projects, including End User Device lifecycle management and refreshes.
• Assist in the tracking and documentation of IT equipment age and condition, and recommend solutions for life cycle replacements.
• Other duties as assigned, 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 Technology Services 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.

We are committed to fair and equitable compensation practices and are transparent about our pay structures. Our pay transparency efforts are aligned with state laws and regulations to ensure compliance and promote pay equity.

Do you have experience in Customer support ticket management?, Do you have a Bachelor's degree?, * Bachelor's degree in a technical/engineering field of study preferred.

• Must have experience using a helpdesk ticketing system.
• Must possess required certifications per DoD 8570 compliance - CompTIA Security+ and a computer environment certification; either Network+, A+, or MS365 md-102 required. Participation in rotational 24x7
• -365 on call support for emergencies required.
• Effective written and verbal communication skills. Must be a US citizen
• -verification required.
• Secret Clearance required.
• Availability to support regular Mon-Fri EST business hours.

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Paid holidays, * Competitive compensation
• Medical, dental, and vision coverage
• 401(k) with company match
• Paid time off (separate from 11 federal holidays)
• Career development and training opportunities
• Mission-driven, community-focused work
• And much more!

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., Lawelawe Technology Services ("LTech") is an SBA Certified 8(a) Native Hawaiian Owned (NHO) SDB. Lawelawe Technology Services provides first-class IT solutions with expertise in application development, health IT, infrastructure management (IM), cyber security, and systems design and engineering. Our team is composed of highly skilled professionals who are passionate about technology and committed to making a difference. We work together to solve complex challenges and drive successful outcomes for our clients.