Help Desk Support Services Specialist - Intermediate

Flippa.com; Fort Belvoir (VA); On-site; USD 45,000 - 75,000; Full time

Job summary

Join a forward-thinking company dedicated to supporting federal clients with innovative IT solutions. As a crucial member of the Help Desk team, you will coordinate communication between IT and users, ensuring seamless service and problem resolution for both unclassified and classified systems. This role offers the opportunity to engage with cutting-edge technology while making a meaningful impact on the efficiency of IT operations. Your expertise in troubleshooting and support will be vital in maintaining high service standards and enhancing user satisfaction. If you are passionate about technology and eager to contribute to a mission-driven organization, this role is perfect for you.

Qualifications

• Experience with helpdesk systems and troubleshooting user issues.
• Required certifications include Security+ and A+ or MS365.

Responsibilities

• Log, monitor, and close trouble tickets using ServiceNow.
• Provide support for hardware, software, and peripherals.
• Remediate security vulnerabilities on devices.

Skills

Helpdesk Ticketing System

Effective Communication

Troubleshooting

Problem Management

Education

Bachelor’s Degree in Technical/Engineering Field

Tools

ServiceNow

Job description

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 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.

How you will make an impact

In this role you will provide appropriate communication to IT users and serves as a point of coordination for other IT groups and processes such as Incident Management, Service Request Fulfillment, Problem Management, and Change Management. Support for both unclassified and classified systems will be provided.

Responsibilities

• 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 Team

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.

Here's what you need

• 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 8570.1M for privileged level access, such as Security+ and computer environment (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.

Disclaimer

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.

Notice to all Applicants

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.