IT Helpdesk II with Security Clearance

Lucayan Technology Solutions LLC; Honolulu (HI); On-site; USD 60,000 - 90,000; Full time

Job summary

Lucayan Technology Solutions LLC in Honolulu, Hawaii, seeks an IT Helpdesk II to provide advanced Tier 2 support in a security-conscious environment, escalating from Level 1 and mentoring staff.

You will work with the IT Security Manager on system performance, security and compliance, including troubleshooting, server and network support, and IT asset management.

On-site schedule Mon-Fri 8:00-16:00 HST with DoD clearance requirements.

Qualifications

• 2+ years in IT support with at least 1 year handling Tier 2 responsibilities in a government, military, or enterprise environment.
• DoD Secret Clearance or ability to obtain and maintain one.
• Active security clearance or higher.
• DoD 8570 IAT Level II certification required within 6 months of hire (one of: Security+ CE, CySA+, CCNA Security, or equivalent).
• Training required within 30 days of hire and annually: DoD Cyber Awareness/IA, DoD AT Level I, OPSEC Awareness (Level I) and iWATCH preferred.
• Experience with NIST SP 800-171, DFARS, or CMMC frameworks.
• Experience with enterprise software applications and IT ticketing systems.
• Prior experience supporting government or defense contracting environments.

Responsibilities

• Handle escalated IT support requests involving complex hardware, software, and network issues via ticketing system, phone, email, or in-person.
• Perform in-depth troubleshooting and diagnostics to identify and resolve advanced technical issues.
• Coordinate with third-party vendors and service providers for specialized support and warranty services.
• Provide support for server and network infrastructure, including connectivity issues, server failures, and network performance concerns.
• Assist with configuration and management of network devices such as routers, switches, and firewalls.
• Monitor network performance and security, addressing issues proactively.
• Manage user accounts and permissions in Active Directory and other enterprise systems, including account creation, modification, and deactivation.
• Resolve complex login and access control issues, including advanced password resets and multi-factor authentication.
• Provide advanced support for enterprise software applications, including installation, configuration, troubleshooting, and performance optimization.
• Assist with software updates, patches, and upgrades to ensure security and compatibility.
• Provide technical support during organizational events, ensuring stable IT operations and connectivity.
• Assist with setup, configuration, and troubleshooting of specialized event-related IT equipment.
• Create and maintain detailed documentation for complex issues, solutions, procedures, and system configurations.
• Develop and update knowledge base articles to assist Level 1 Help Desk staff and end users.
• Mentor and train Level 1 Help Desk staff, sharing knowledge and providing technical guidance.
• Participate in incident and problem management processes, ensuring rapid resolution of critical issues and root cause analysis for recurring problems.
• Monitor Help Desk performance metrics, such as ticket resolution times, system uptime, and user satisfaction.
• Generate detailed reports and recommend process improvements and technology enhancements based on performance data.
• Collaborate with other IT teams to address cross-functional issues and improve service delivery.

Skills

Troubleshooting

Mentoring junior staff

Documentation

Education

Associate degree in Information Technology or Computer Science

Tools

Active Directory

IT ticketing system

Firewall basics

Server/Network monitoring tools

Job description

About Lucayan Technology Solutions LLC Lucayan Technology Solutions LLC is a CVE Certified, Veteran Owned Small Business offering cutting edge, integrated Information Technology solutions. We assist government customers by delivering viable solutions for their increasingly complex IT needs with the understanding that the right technology mix with proper execution plays a crucial role in accomplishing their mission. We use a proven, agile and innovative approach to discover, evaluate, architect and implement advanced solutions to ensure our customers ultimate success. Location: Honolulu, Hawaii Reports To: IT Security Manager Company: Lucayan Technology Solutions LLC Employment Type: Full-Time, On-Site Clearance: Secret Clearance Job Summary The IT Helpdesk II technician will provide advanced (Tier 2) technical support within a fast-paced, security-conscious environment. This position serves as an escalation point for complex issues from Level 1 Help Desk staff and is responsible for in-depth troubleshooting, network and server support, and enterprise application assistance. The IT Help Desk II also mentors Level I staff, assists with system upgrades, and works closely with the IT Security Manager to ensure system performance, security, and operational efficiency in accordance with cybersecurity protocols and compliance standards.

Key Responsibilities

• Handle escalated IT support requests involving complex hardware, software, and network issues via ticketing system, phone, email, or in-person.
• Perform in-depth troubleshooting and diagnostics to identify and resolve advanced technical issues.
• Coordinate with third-party vendors and service providers for specialized support and warranty services.
• Provide support for server and network infrastructure, including connectivity issues, server failures, and network performance concerns.
• Assist with configuration and management of network devices such as routers, switches, and firewalls.
• Monitor network performance and security, addressing issues proactively.
• Manage user accounts and permissions in Active Directory and other enterprise systems, including account creation, modification, and deactivation.
• Resolve complex login and access control issues, including advanced password resets and multi-factor authentication.
• Provide advanced support for enterprise software applications, including installation, configuration, troubleshooting, and performance optimization.
• Assist with software updates, patches, and upgrades to ensure security and compatibility.
• Provide technical support during organizational events, ensuring stable IT operations and connectivity.
• Assist with setup, configuration, and troubleshooting of specialized event-related IT equipment.
• Create and maintain detailed documentation for complex issues, solutions, procedures, and system configurations.
• Develop and update knowledge base articles to assist Level 1 Help Desk staff and end users.
• Mentor and train Level 1 Help Desk staff, sharing knowledge and providing technical guidance.
• Participate in incident and problem management processes, ensuring rapid resolution of critical issues and root cause analysis for recurring problems.
• Monitor Help Desk performance metrics, such as ticket resolution times, system uptime, and user satisfaction.
• Generate detailed reports and recommend process improvements and technology enhancements based on performance data.
• Collaborate with other IT teams to address cross-functional issues and improve service delivery.

Qualifications Required

• Education: Associate degree in Information Technology, Computer Science, or related field; or equivalent experience.
• Experience: 2+ years in IT support, with at least 1 year handling Tier 2 responsibilities in a government, military, or enterprise environment.
• Clearance: U.S. citizenship required; must hold or be able to obtain and maintain a DoD Secret Clearance. *
• Active Security Clearance or higher
• Certifications (DoD 8570 IAT Level II requirement) : One of the following required within 6 months of hire: *
• CompTIA Security+ CE
• CompTIA CySA+
• Cisco CCNA Security
• Equivalent IAT Level II certification
• Training Requirements (must be completed within 30 days of hire, then annually): *
• DoD Cyber Awareness / IA Training
• DoD AT Level I (Anti-Terrorism Awareness)
• OPSEC Awareness Training (Level I) * iWATCH Training Preferred:
• Active DoD security clearance (Secret or higher).
• Experience with NIST SP 800-171, DFARS, or CMMC frameworks.
• Familiarity with enterprise-level software applications and IT ticketing systems.
• Prior experience supporting government or defense contracting environments.

Work Conditions

• Onsite work required at our Honolulu, Hawaii location.
• Standard duty hours: Monday - Friday, 0800-1600 HST, excluding federal holidays.
• Occasional after-hours or on-call support may be required for outages, upgrades, or security incidents.
• Physical ability to lift up to 25 lbs and assist with IT equipment setup and movement.