Lawelawe Technology Services · 20 hours ago
Help Desk Support Services Specialist- Intermediate
Fort Belvoir, VA
Full-time
Onsite
Mid LevelLawelawe Technology Services is a Native Hawaiian Owned Small Disadvantaged Business that provides a range of services to federal government clients. They are seeking an Intermediate Help Desk Support Services Specialist to coordinate the handling of incidents, problems, and service requests for IT users, ensuring effective communication and support for both unclassified and classified systems.
Computer Software
No H1B
Security Clearance RequiredU.S. Citizen Only
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
Qualification
Required
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
Secret Clearance required
Availability to support regular Mon-Fri EST business hours
Benefits
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!
Company
Lawelawe Technology Services
Lawelawe Technology Services ("LTech") is an SBA Certified 8(a) Native Hawaiian Owned (NHO) SDB leveraging the capability and past performance of the Lawelawe portfolio of companies.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase