IT Help Desk Specialist
About The Position
Lawelawe is seeking a tech-savvy problem solver with a customer-first mindset to join their team as an IT Help Desk Specialist. The ideal candidate will have solid experience in IT support, be comfortable working in high-demand environments, and possess a passion for helping others. This role requires strong skills in troubleshooting software and hardware, meticulous inventory management, and detailed documentation. The specialist will thrive in team settings but also be capable of working independently, providing in-person support, and demonstrating a strong understanding of IT asset management, networking, and help desk systems. This position is crucial for maintaining operational continuity and ensuring a high level of user satisfaction by providing direct, on-site technical support.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or related field
- 3–5 years of experience providing end-user technical support
- Proficiency in operating systems (Windows/macOS), hardware (laptops, desktops, printers), and common applications
- Strong experience using help desk ticketing systems and remote support tools
- Familiarity with inventory management best practices and tools
- Ability to work independently and provide desk-side support in an on-site environment
- Excellent interpersonal, communication, and customer service skills
- Must be a US citizen--verification required
Nice To Haves
- Industry-recognized certifications in IT support, networking, or service management (e.g., CompTIA A+/Network+, Microsoft Certified, ServiceNow Certified System Administrator, ITIL Foundation, or equivalent)
- Experience supporting IT operations in a Federal government or enterprise environment
- Familiarity with ServiceNow or other IT Service Management (ITSM) platforms
- Working knowledge of network fundamentals, cybersecurity best practices, and asset management systems
Responsibilities
- Install, configure, and update hardware and software for end users
- Respond to user support tickets and resolve issues related to software, hardware, networking, and system access
- Perform desk-side support and coordinate with internal/external IT teams as needed
- Monitor and manage IT inventory, ensuring proper lifecycle management and usage tracking
- Provide informal user training and troubleshooting tips to improve end-user experience
- Support and troubleshoot local network issues, including VPN and wireless connections
- Maintain accurate technical documentation, including FAQs and support procedures
- Manage and update help desk tickets in the organization’s ticketing system
- Conduct regular physical and system-based inventory audits
- Coordinate with vendors for hardware repair and warranty services
- Maintain a spare parts inventory to support mission-critical hardware availability
- Communicate status updates effectively with users and IT team leadership
- Perform other IT-related duties as required to support overall mission objectives
Benefits
- Medical, dental, and vision coverage
- 401(k) with company match
- Paid time off (separate from 11 federal holidays)
- Career development and training opportunities
- Mission-driven, community-focused work
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
