IT Service Desk Specialist III

Join Lawelawe Defense Inc (LDI) and support mission-critical healthcare operations at the Naval Health Clinic in Quantico, VA. This onsite IT Service Desk Specialist III role offers a clear impact on end-user productivity, with a team environment focused on delivering reliable technical assistance. LDI is an SBA Certified 8(a) Native Hawaiian Owned SDB, recognized for dependable delivery across program and portfolio management, systems engineering, network engineering and operations, data center optimization, and desktop/server and virtualization support.

Compensation: USD 70,000 - 78,000 per year (DOE). Compensation is based on qualifications, relevant experience, and internal equity.

What you will do

• Provide technical assistance and advice to end users for hardware, software, and systems via phone, email, or chat.
• Analyze questions and resolve moderate to highly complex issues, escalating when needed to level 4 technicians and team leads or to GSC for next level support.
• Serve as a primary contact for users experiencing issues with computers, operating systems, and related peripherals.
• Troubleshoot and support PCs, laptops, printers, and other devices, aiming for quick resolutions and excellent customer service.
• Handle call overflow during peak times or reduced staff hours.
• Use ServiceNow to manage tickets and respond to users, including maintaining accurate ticket counts.
• Maintain SOPs and the service catalog for software installation, hardware configuration, and problem troubleshooting.
• Establish timelines and protocols for harder-to-solve problems.
• Perform system administrator level duties, including server administration, security patching, and enterprise system support.
• Maintain an accurate and complete Government asset inventory.
• Perform other duties as assigned.

What you bring

• Six (6) years of experience demonstrating proficiency as an IT Service Desk Specialist.
• Bachelor degree.
• Active Secret security clearance required.
• Must be a US Citizen.
• IAT-II baseline certificate per DoD 8570.01-M certificate requirements.
• Active CompTIA Security+ CE certification.
• Knowledge of hardware, software, and operating systems.
• Strong customer service and effective communication skills.
• Ability to work effectively with supervision and as part of a team.

Schedule and work environment

• Full-time position.
• Typical schedule is Monday through Friday, with overtime occasionally and possible evening and weekend hours based on business needs.
• Onsite location at the Naval Health Clinic in Quantico, VA.
• Professional office environment with use of standard office equipment including computers, phones, photocopiers, filing cabinets, and fax machines.

Tools you will use

• ServiceNow
• CompTIA Security+ CE