Lawelawe Defense Inc.
Senior Help Desk Specialist Technical
Lawelawe Defense Inc., Washington, District of Columbia, us, 20022
Overview
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 drive business success and support our mission to uplift economically disadvantaged Native Hawaiian families and preserve 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. The Team
Lawelawe Defense Inc ("LDI") is an SBA Certified 8(a) Native Hawaiian Owned (NHO) SDB. Lawelawe Defense offers an outstanding record of delivery on projects including 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. Additional Qualifications
Active Secret Security Clearance preferred. Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries: Technology, Information and Internet Referrals increase your chances of interviewing at Lawelawe Defense Inc. by 2x Washington, DC $70,000.00-$90,000.00 District of Columbia, United States $31.00-$42.00 Washington, DC $56,000.00-$68,000.00 Nearby Roles
Desktop Support Technician - Washington, DC Helpdesk Technician Level II (Fri-Tues schedule) Reston, VA $70,000.00-$85,000.00 Reston, VA $80,000.00-$95,000.00 Arlington, VA $80,000.00-$135,000.00 Silver Spring, MD $54,000.00-$98,000.00 Silver Spring, MD $58,000.00-$68,000.00 Springfield, VA $55,000.00-$60,000.00 Washington, DC $70,000.00-$85,000.00 We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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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 drive business success and support our mission to uplift economically disadvantaged Native Hawaiian families and preserve 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. The Team
Lawelawe Defense Inc ("LDI") is an SBA Certified 8(a) Native Hawaiian Owned (NHO) SDB. Lawelawe Defense offers an outstanding record of delivery on projects including 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. Additional Qualifications
Active Secret Security Clearance preferred. Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology Industries: Technology, Information and Internet Referrals increase your chances of interviewing at Lawelawe Defense Inc. by 2x Washington, DC $70,000.00-$90,000.00 District of Columbia, United States $31.00-$42.00 Washington, DC $56,000.00-$68,000.00 Nearby Roles
Desktop Support Technician - Washington, DC Helpdesk Technician Level II (Fri-Tues schedule) Reston, VA $70,000.00-$85,000.00 Reston, VA $80,000.00-$95,000.00 Arlington, VA $80,000.00-$135,000.00 Silver Spring, MD $54,000.00-$98,000.00 Silver Spring, MD $58,000.00-$68,000.00 Springfield, VA $55,000.00-$60,000.00 Washington, DC $70,000.00-$85,000.00 We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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