IT Helpdesk II

Job Title: IT Helpdesk II
Location: Honolulu, Hawaii
Reports To: IT Security Manager
Company: Lucayan Technology Solutions LLC
Employment Type: Full-Time, On-Site
Clearance: Secret Clearance 

About Us

Lucayan Technology Solutions LLC is a leading government contracting firm, supporting national defense initiatives with top-tier technology services. We are committed to delivering secure, innovative IT solutions to federal clients. We are currently seeking a qualified and experienced IT professional to join our team as an IT Helpdesk II technician. This role is essential in resolving advanced technical issues, supporting IT infrastructure, and ensuring compliance with federal cybersecurity regulations.

Job Summary

The IT Helpdesk II technician will provide advanced (Tier 2) technical support within a fast-paced, security-conscious environment. This position serves as an escalation point for complex issues from Level 1 Help Desk staff and is responsible for in-depth troubleshooting, network and server support, and enterprise application assistance. You’ll work closely with the IT Security Manager to ensure system performance, security, and operational efficiency in accordance with cybersecurity protocols and compliance standards.

Key Responsibilities

• Handle escalated IT support requests involving complex hardware, software, and network issues via ticketing system, phone, email, or in-person.
• Perform in-depth troubleshooting and diagnostics to identify and resolve advanced technical issues.
• Coordinate with third-party vendors and service providers for specialized support and warranty services.
• Provide support for server and network infrastructure, including connectivity issues, server failures, and network performance concerns.
• Assist with configuration and management of network devices such as routers, switches, and firewalls.
• Monitor network performance and security, addressing issues proactively.
• Manage user accounts and permissions in Active Directory and other enterprise systems, including account creation, modification, and deactivation.
• Resolve complex login and access control issues, including advanced password resets and multi-factor authentication.
• Provide advanced support for enterprise software applications, including installation, configuration, troubleshooting, and performance optimization.
• Assist with software updates, patches, and upgrades to ensure security and compatibility.
• Provide technical support during organizational events, ensuring stable IT operations and connectivity.
• Assist with setup, configuration, and troubleshooting of specialized event-related IT equipment.
• Create and maintain detailed documentation for complex issues, solutions, procedures, and system configurations.
• Develop and update knowledge base articles to assist Level 1 Help Desk staff and end users.
• Mentor and train Level 1 Help Desk staff, sharing knowledge and providing technical guidance.
• Participate in incident and problem management processes, ensuring rapid resolution of critical issues and root cause analysis for recurring problems.
• Monitor Help Desk performance metrics, such as ticket resolution times, system uptime, and user satisfaction.
• Generate detailed reports and recommend process improvements and technology enhancements based on performance data.
• Collaborate with other IT teams to address cross-functional issues and improve service delivery.

Qualifications

Required:

• Associate degree in Information Technology, Computer Science, or related field; or equivalent professional experience.

• 2+ years of experience in a help desk, desktop support, or IT technician role, including Tier 2 or advanced technical support.

• Proficiency with Windows operating systems, Active Directory, and enterprise network environments.

• Strong troubleshooting skills with hardware, software, and network systems.

• Familiarity with cybersecurity protocols and compliance standards.

• U.S. citizenship (required for access to government systems).

• Ability to obtain and maintain a government security clearance.

Preferred:

• Active DoD security clearance (Secret or higher).

• CompTIA Security+, Network+, or equivalent industry certifications.

• Experience with NIST SP 800-171, DFARS, or CMMC frameworks.

• Familiarity with enterprise-level software applications and IT ticketing systems.

• Prior experience supporting government or defense contracting environments.

Work Conditions

Onsite work required at our Honolulu, Hawaii location.

May involve occasional lifting of up to 25 lbs. and setup of technical equipment.

Occasional off-hours or on-call work may be required during outages, system updates, or critical incidents.

Apply today to join a high-performing, mission-driven team supporting national security through advanced IT and cybersecurity solutions!