IT Help Desk Specialist

Lawelawe Technology Services•Alexandria, VA

2d•Onsite

About The Position

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. Your Role A tech-savvy problem solver with a customer-first mindset. You have solid experience in IT support and are comfortable working in high-demand environments where reliability and responsiveness are essential. You are passionate about helping others, skilled at troubleshooting both software and hardware, and detail-oriented when it comes to maintaining inventory and documenting solutions. You thrive in team settings, but can work independently. You're also confident providing in-person support and have a strong understanding of IT asset management, networking, and help desk systems. How You Will Make an Impact You will provide direct, on-site technical support to end users, helping maintain operational continuity and a high level of user satisfaction. You will troubleshoot systems, manage IT inventory, perform installations, and ensure accurate documentation and lifecycle tracking of all IT assets. Your work ensures the client’s IT environment remains secure, reliable, and responsive to user needs

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