Help Desk Support Services Specialist

Arlington, VA
Full Time
Lawelawe Technology Services
Mid Level

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: 

You are a dedicated IT professional with a solid foundation in  help desk support, eager to be the frontline of technology assistance. You thrive on solving complex problems, leveraging your strong analytical and troubleshooting skills to ensure end users experience minimal disruption. Your excellent communication skills allow you to clearly articulate technical solutions to non-technical users, making you a valued liaison between the IT team and the user community.

How you will make an impact:

You will provide Tier II support and assistance to customers in resolving incidents, problems, and fulfilling service requests. The Help Desk team serves as the liaison between the IT team and the user community for service requests, change requests, and service disruptions.

Responsibilities: 

  • Coordinates the handling of incidents, problems, service, and change requests for end users of unclassified and classified systems.
  • Manages life cycle of incidents, problems, and service requests including fulfillment, verification, and closure.
  • Supports multiple tiers in accordance with the Tier Level Definitions as defined in the Service Desk Administrate Instruction.
  • 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.
  • Coordinate with the Government Service integrator and other service providers to resolve incidents and problems and fulfill service requests.
    Develop, manage, and maintain a Knowledgebase repository which will consist of FAQs, and Self Help Guides to assist Help Desk personnel to ensure ATAMMC IM/IT is consistently providing the correct information to the user.
  • Provide End User Devices (EUD) support service and incident resolution remotely and through touch-labor services to ensure that the end user operational environment is functional.
    Activate the ITIL incident escalation process if an incident cannot be resolved at the Help Desk.
  • Document and keep current related work instructions and business processes.
    Document user problems thoroughly and accurately within tickets. If unable to resolve an issue, escalate to the proper higher tier team in conjunction with escalation guidelines outlined in ATAMMC Service Desk Administrate Instruction.
  • Respond to escalation tickets generated by the Enterprise Service Help Desk and take the necessary action towards resolution of the request or problem reported in a timely manner.
     Provide electronic notification to users about incidents and request status using Government provided communications tools (e.g. desk phones, email).
  • Prioritize all incidents in accordance with the ATAMMC PRS document.
    Support all CAC pin resets.
  • Assist end users in obtaining and deploying Computer/Electronic Accommodations Program procured assistive technology in accordance with Section 508 of the Rehabilitation Act of 1973 (29 U.S.C. 794D).
  • Provide end user support for hardware, software, and associated peripherals (including Government Furnished Property (GFP).
  • Install, configure, image, and support all workstations and laptops.
  • Track, stage, configure, and install end user hardware, software, and associated peripherals (including GFP).
  • Provide support for Installs, Moves, Adds, and Changes requests which includes but not limited to installations in accordance with the Government provided SOPs for analog and VoIP devices, workstations and laptops, and other end user devices (including GFP).
  • Track equipment deliveries and schedule installation of any end user hardware received at the location in accordance with jointly developed implementation plans.
  • Configure and deploy end user hardware and software in accordance with the Government provided SOPs.
  • Investigate, resolve, document, and report the causes and corrective actions to the Government managers for all High and Critical incidents/problems.
    Perform Root Case Analysis for all Critical events.
  • Comply with escalation procedures and Government required prioritization to resolve assigned incidents consistent with the Help Desk Service Level Requirements with the guidance provided in the ATAMMC Service Desk Administrate Instruction.
  • Assist end users in the recovery and restoration of files lost due to accidental file deletion, system corruption, a loss of systems, or hardware failure or by other means. This includes providing the ability to remotely step the user through the retrieval process.
  • Provide end users support with backup and/or restoration of files to/from Digital Video Disc, or other approved external devices / media.
  • Provide desk side support for assisting end users with backing up their data to a designated share drive.
  • Assist ATAMMC Primary Hand Receipt Holder in the collection, organization, and tracking and recommendations for disposal of IT equipment as required.
    Provide planning, configuration, and installation support for all FBCH IMIT projects/initiatives to include but not limited to EUD Lifecycle Management refresh of hardware and software.
  • Provide support to IMIT in the tracking and documentation of IT equipment age and condition and the ability to assist FBCH regarding the research, identification, and recommendation of Life Cycle Replacement (LCR) solutions for End User and Clinical Support Systems including Telecommunications Devices, as well as Over Head paging systems.
  • Coordinate with designated government point(s), (ex. Hand Receipt Holders/Logistics), of contact to ensure hardware, inventory, and tracking is appropriately accounted for.
  • In the event of special projects identified by the Government, the Contractor shall provide the appropriate level of manpower resources to support surge requests thus ensuring that project timelines are met without hindering mission capability.

The team: 

Lawelawe Technology Services ("LTech") is an SBA Certified 8(a) Native Hawaiian Owned (NHO) SDB. Lawelawe Technology Services provides first-class IT solutions with expertise in application development, health IT, infrastructure management (IM), cyber security, and systems design and engineering. Our team is composed of highly skilled professionals who are passionate about technology and committed to making a difference. We work together to solve complex challenges and drive successful outcomes for our clients

Here's what you need:

  • Must possess at least two (2) years of IT help desk support at a Tier II level or above.
  • Must possess an active IAT-II security certification.
  • Must possess an approved computing environment certification relevant to job duties, such as Microsoft  Windows 10, Microsoft Windows Server, CompTIA Security+ CE, CompTIA A+, etc.
  • Must have experience using a helpdesk ticketing system (Remedy).
  • Must possess required certifications per DoD 8570.1M for privileged level access.
  • Participation in rotational 24x7--365 on call support for emergencies required.
  • Must be a US citizen--verification required.
  • Secret clearance required

Bonus points if:

  • ServiceNow certifications are highly preferred
  • Experience with additional integrations or enterprise systems.
  • Background in working with government agencies or similar organizations.

Disclaimer:

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 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.

Notice to all Applicants:

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.

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