IT Service Desk Specialist III

Lawelawe Defense Inc; Bethesda (MD); In loco; USD 70.000 - 100.000; Tempo pieno

Descrizione del lavoro

Lawelawe Defense Inc is seeking an IT Service Desk Specialist III to provide technical support for end users across hardware, software, and systems. The role requires handling moderate to complex issues via phone, email, or chat, ensuring timely resolutions and high customer satisfaction.

The position is full-time in Bethesda, MD, with standard hours, potential overtime, and a focus on secure, compliant operations for government clients.

Competenze

• Six (6) years of experience as an IT Service Desk Specialist.
• Bachelor degree required.
• Active secret security clearance required.
• IAT-II level baseline certificate per DoD 8570.01-M.
• 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.
• US Citizen required.

Mansioni

• 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 contact point for users experiencing issues with software, hardware, and operating systems.
• Provide resolutions for low to moderate technical issues.
• Escalate complex technical issues to higher levels as needed.
• Offer support for call overflow during peak times or reduced staff hours.
• Serve as the first contact with customers needing technical assistance.
• Troubleshoot 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 as necessary.
• Utilize ServiceNow to manage tickets and responses.
• Maintain SOPs and service catalog on installations and configurations.
• Establish timelines for harder-to-solve problems.
• Perform system administrator duties including server administration and security patching.
• Maintain accurate government asset inventory.
• Other duties as assigned.

Conoscenze

IT service desk

Customer service

Communication

Teamwork

Problem solving

Security clearance

Formazione

Bachelor's degree

Descrizione del lavoro

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.

The Team

Lawelawe Defense Inc (\"LDI\") is an SBA Certified 8(a) Native Hawaiian Owned (NHO) SDB. Lawelawe Defense offers an outstanding record of delivery on various projects encompassing: Program and Portfolio Management; Systems Engineering and Architecture; Network Engineering and Operations; Data Center Optimization and Operations; Desktop/Server and Application Virtualization.

Qualifications

• Six (6)years of experience demonstrating proficiency as an IT Service Desk Specialist


• Bachelor degree


• Active secret security clearance required


• IAT-II level baseline certificateaccording toDoD 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.


• Must be a US Citizen

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Position Type/Expected Hours of Work

This is a full-time position. Typical days and hours of work are Monday through Friday and may require overtime occasionally. Evening and weekend hours as required by business need.

Salary

Dependent on Experience (DOE). Compensation will be based on qualifications, relevant experience, and internal equity.

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.

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.