IT Service Desk Specialist III

Lawelawe Defense Inc is a Native Hawaiian Owned Small Disadvantaged Business (NHO SDB) supporting federal government clients across program management, digital solutions, human capital and training. This role supports that mission through hands-on IT assistance that helps end users stay productive. You will join the Lawelawe Defense Inc team (SBA Certified 8(a) Native Hawaiian Owned SDB), bringing reliability, service, and strong technical support to a professional office environment in Bethesda, MD (onsite).

What you’ll do

As an IT Service Desk Specialist III, you will deliver technical assistance and guidance to end users for hardware, software, and systems through phone, email, and chat. The position resolves moderate to highly complex issues when needed, manages requests using ServiceNow, and provides escalation support for harder problems.

• Answer user questions, analyze problems, and provide technical assistance for hardware, software, and systems.
• Troubleshoot and resolve computer issues across operating systems, including software and hardware problems.
• Act as a primary contact for customers experiencing problems with computer software, hardware, and operating systems.
• Provide resolutions for low to moderate technical issues and take ownership for moderate to highly complex cases.
• Support call overflow during peak times or reduced staffing hours.
• Troubleshoot PCs, laptops, printers, and other devices, ensuring timely, accurate resolution and strong customer service.
• Use ServiceNow to manage tickets, monitor ticket counts, and respond to users.
• Redirect unresolved issues to level 4 technicians and team leads, or escalate to GSC for next-level support as required.
• Maintain timelines and protocols for issues that take longer to solve.
• Perform system administrator level duties including server administration and security patching, plus enterprise system support.
• Maintain an accurate and complete Government asset inventory.
• Maintain SOPs and the service catalog for installing software, configuring hardware, and performing problem troubleshooting.
• 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.
• IAT-II level baseline certificate per DoD 8570.01-M requirements.
• Active CompTIA Security+ CE certification.
• Knowledge of hardware, software, and operating systems.
• Strong customer service and communication skills.
• Ability to work well under supervision and as part of a team.
• Must be a US Citizen.

Hours, workplace, and pay

• Full-time role in a professional office environment.
• Typical schedule: Monday through Friday, with occasional overtime and evening and weekend hours as required by business need.
• Routine use of standard office equipment, including computers, phones, photocopiers, filing cabinets, and fax machines.
• Salary range: USD 65,000 - 78,000 per year (DOE).
• Compensation depends on qualifications, relevant experience, and internal equity.

Technologies used: ServiceNow.