Lucayan Technology Solutions LLC ยท 16 hours ago
IT Helpdesk II
Honolulu, HI
Full-time
Onsite
Entry, Mid Level
2+ years expLucayan Technology Solutions LLC is a Veteran Owned Small Business providing integrated IT solutions to government clients. The IT Helpdesk II technician is responsible for providing advanced technical support, managing escalated issues, and ensuring system performance and security in a fast-paced environment.
Big DataCloud ManagementInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
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
Qualification
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
Company
Lucayan Technology Solutions LLC
Lucayan Technology Solutions LLC is a CVE and Hub Zone Certified, (Disabled) Veteran Owned Small Business offering cutting edge, integrated Information Technology solutions.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase