The IT Service Desk Specialist III will provide technical assistance, support, and advice to end users for hardware, software, and systems via phone, email, or chat. Responsible for resolving moderate to highly complex technical issues.

Key Responsibilities

• Answer questions, analyze problems, and provide technical assistance to end users for hardware, software, and systems.
• Resolve computer software and hardware problems for users.
• Serve as a contact point for users experiencing issues with computer software, hardware, and operating systems.
• Provide resolutions for low to moderate technical issues.
• Acts as the escalation path to resolve moderate to highly complex technical issues.
• Offer support for call overflow during peak times or reduced staff hours.
• Ensure compliance with command training and other employment requirements in accordance with established policies, procedures, and guidelines.
• Complete orientation and competency verification programs as per departmental guidelines.
• Serve and participate in functions and meetings when assigned, providing relevant and timely information
• Tier 3 technician who works on uncommon incidents/requests outside of standard scope.
• Configures and deploys GFE (mobile phones, tablets, pagers and MiFi devices) to end users.
• Performs troubleshooting of all devices for trouble tickets submitted by users.
• Upgrades all devices as they become EOL
• Uses Mobile Iron, Purebred, and the Vendor Websites to assist with device configuration for phone, text, and command email
• Arrange for international mobile service from vendor when approved.
• Ensures that all paperwork and approvals are complete before device issuance.
• Ensures that the device inventory is updated as devices are deployed and returned.
• Processes device returns and readies equipment for reissuance.
• Performs end user training for all mobility devises and the secure messaging app.
• Works with vendor in support of pager and code blue pager infrastructure (servers, workstations, antennas, and other infrastructure equipment)
• Creates and revokes Secure messaging accounts.
• Other duties as assigned. 

Qualifications

• Six (6) years of experience demonstrating proficiency in providing IT support.
• Bachelor degree
• Active secret security clearance required
• IAT-II level baseline certificate according to DoD 8570.01-M certificate requirements
• Active CompTIA Security CE certification
• Knowledge of hardware, software, and operating systems.
• Strong customer service skills.
• Effective communication skills.
• Ability to work well under supervision and as part of a team.

Disclaimer:

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 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.

Notice to all Applicants:

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.