Help Desk Support Services Specialist- Intermediate

About Us

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.

The ideal candidate will join our Help Desk team which coordinates the handling of incidents, problems, service, and change requests for end users of unclassified and classified systems. The Help Desk is the central point of communication between the ATAMMC IT team and the ATAMMC IT user community for all service disruptions, service requests, and change requests. The Help Desk manages life cycle of incidents, problems, and service requests including fulfillment, verification, and closure.

Help Desk supports multiple tiers in accordance with the Tier Level Definitions as defined in the ATAMMC Service Desk Administrate Instruction. The Help Desk provides appropriate communication to IT users and serves as a point of coordination for other IT groups and processes such as Incident Management, Service Request Fulfillment, Problem Management, and Change Management. Support for both unclassified and classified systems will be provided.

In this role you will provide appropriate communication to IT users to support and assist outlying clinics including Dumfries Health Center, Fairfax Health Center, and DiLorenzo TRICARE Health Clinic with day-to-day tasks such as troubleshooting, maintenance, testing and monitoring, and system upgrades, for a duration determined, as necessary.

• Utilize the Government-provided helpdesk system (Service Now) 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

• 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…