Today
Secret
Unspecified
Unspecified
IT - Support
Washington, DC (On-Site/Office)
Who We Are
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.
You Are
The Senior Help Desk Specialist - Technical provides advanced Tier 2 support for DHA's IMS-Dental IT systems, serving as the primary escalation point for complex user issues originating from Tier 1. This position ensures service excellence, maintains compliance with government standards, and delivers high customer satisfaction across 480+ global DHA Dental Clinics.
Responsibilities
Lawelawe Defense Inc ("LDI") is an SBA Certified 8(a) Native Hawaiian Owned (NHO) SDB. Lawelawe Defense offers an outstanding record of delivery on various projects encompassing: Program and Portfolio Management; Systems Engineering and Architecture; Network Engineering and Operations; Data Center Optimization and Operations; Desktop/Server and Application Virtualization.
Here's What You Need
The above job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Candidates possessing the necessary qualifications for the position will be considered.
Lawelawe Defense Inc is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.
Offers of employment are contingent upon satisfactory completion of a comprehensive background verification, inclusive of a criminal record check. Employment may be subject to other background checks, as required by the position.
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.
You Are
The Senior Help Desk Specialist - Technical provides advanced Tier 2 support for DHA's IMS-Dental IT systems, serving as the primary escalation point for complex user issues originating from Tier 1. This position ensures service excellence, maintains compliance with government standards, and delivers high customer satisfaction across 480+ global DHA Dental Clinics.
Responsibilities
- Serve as Tier 2 specialist for DHA Dental IT systems.
- Respond to tickets within 1 business day and escalate as required.
- Support end users with software installation, configuration, and training.
- Maintain and update IMS-Dental knowledge base.
- Ensure QASP compliance - no more than 2 substantiated complaints per month
- Assist in user training sessions and provide documentation for recurring technical issues
- Collaborate with Systems Administrators and Engineers to sustain enterprise performance and reduce downtime.
Lawelawe Defense Inc ("LDI") is an SBA Certified 8(a) Native Hawaiian Owned (NHO) SDB. Lawelawe Defense offers an outstanding record of delivery on various projects encompassing: Program and Portfolio Management; Systems Engineering and Architecture; Network Engineering and Operations; Data Center Optimization and Operations; Desktop/Server and Application Virtualization.
Here's What You Need
- Bachelor's degree in Computer Science, IT, or related field.
- 5+ years Help Desk Tier 2 experience.
- Strong customer service and technical troubleshooting skills.
- Proficiency with ServiceNOW and ticketing queues.
- Knowledge of dental IT hardware/software and DICOM preferred
- Residence in the Washington, D.C. Metro area.
- DoD 8570 IAT Level II certification required (e.g., Security+ CE).
- Must be a U.S. Citizen
- Active Secret Security Clearance preferred
The above job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Candidates possessing the necessary qualifications for the position will be considered.
Lawelawe Defense Inc is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.
Offers of employment are contingent upon satisfactory completion of a comprehensive background verification, inclusive of a criminal record check. Employment may be subject to other background checks, as required by the position.
group id: 91163644
