IT Service Desk Specialist III

Who We AreLawelawe 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 AreThe 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 ResponsibilitiesAnswer 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 devicesProvide 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 usersMaintains SOPs and service catalog on installation of software, configuration of hardware and problem troubleshooting Establish a timeline and protocol for harder-to-solve problemsPerform system administrator level duties including server administration and security patching, and enterprise system supportResponsible for maintaining an accurate and complete Government asset inventoryOther duties as assigned. QualificationsSix (6) years of experience demonstrating proficiency in providing IT support.Bachelor degreeActive secret security clearance requiredIAT-II level baseline certificate according to DoD 8570.01-M certificate requirementsActive CompTIA Security+ CE certificationKnowledge 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.