[Hiring] IT Help Desk Specialist @Lawelawe Technology Services

Role Description

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.

You will provide direct, on-site technical support to end users, helping maintain operational continuity and a high level of user satisfaction. Your work ensures the client’s IT environment remains secure, reliable, and responsive to user needs.

Key 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

Qualifications

• 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

Bonus Points If

• 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

Benefits

• Medical, dental, and vision coverage
• 401(k) with company match
• Paid time off (separate from 11 federal holidays)
• Remote, Hybrid, and Onsite work
• Career development and training opportunities
• Mission-driven, community-focused work
• And much more!