IT Service Desk Specialist III

Welcome to Lawelawe Defense – Where Careers Thrive! At Lawelawe, we're not just a company; we're a dynamic community of professionals dedicated to making a real impact. Explore what makes Lawelawe a remarkable place to build your career. Lawelawe Defense Inc ("LDI") is an SBA Certified 8(a) Native Hawaiian Owned (NHO) SDB leveraging the capability and past performance of the Lawelawe portfolio of companies. Lawelawe in Hawaiian means "TO CARE FOR OTHERS." We were created to support the parent charity's nonprofit initiatives to uplift economically disadvantaged Native Hawaiian families and preserve the Native Hawaiian heritage. We specialize in performing: Program Management and Business Transformation; Human Capital and Training; Digital Solutions; and Medical Staffing, Healthcare and Health IT. Don't see a role that is the right fit for you? Join our Talent Network! If you don’t see an open role on our careers page that is a good fit for you, but you’re still interested in working at Lawelawe, we invite you to submit your resume to our Talent Network . As we grow, we will continue to open new positions across the business, and we are always looking for talented, passionate, and driven people from all different backgrounds to join the team. Want to connect now? Click the link below to connect with a member of our Talent Acquisition team. We’d love to learn more about you and explore future opportunities with LDI! Connect with a Recruiter now! IT Service Desk Specialist III Bethesda, MD Full Time Lawelawe Defense Inc Mid Level Share 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 certificate according to DoD 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 onsite position located in Bethesda, MD. 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 s tructures. Our pay transparency efforts are aligned with state laws and regulations to ensure compliance and promote pay equity. Share Apply Apply for this position Required * First Name * Last Name * Email Address * Phone * Address * Resume * We've received your resume. Click here to update it. Attach resume or Paste resume Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume Paste your resume here or Attach resume file Cover Letter Who referred you to this position? Enter their first and last name here. What's your citizenship / employment eligibility? * No answer I am a U.S. Citizen/Permanent Resident Non-citizen allowed to work for any employer Non-citizen allowed to work for current employer Non-citizen seeking work authorization I am a Canadian Citizen/Permanent Resident Other What's your highest level of education completed? * No answer GED or Equivalent High School Some College College - Associates College - Bachelor of Arts College - Bachelor of Fine Arts College - Bachelor of Science College - Master of Arts College - Master of Science College - Master of Fine Arts College - Master of Business Administration College - Doctorate Medical Doctor Other College or University LinkedIn Profile URL: * Desired salary * Earliest start date? * References: Please enter names and contact information: How many years of IT Service Desk experience do you have? * -- No answer -- 0-2 3-5 6-8 10-12 Do you have any active security clearances? 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