IT Helpdesk II

Lucayan Technology Solutions LLC is a CVE Certified, Veteran Owned Small Business offering cutting edge, integrated Information Technology solutions. We assist government customers by delivering viable solutions for their increasingly complex IT needs with the understanding that the right technology mix with proper execution plays a crucial role in accomplishing their mission. We use a proven, agile and innovative approach to discover, evaluate, architect and implement advanced solutions to ensure our customers ultimate success.

Location: Honolulu, Hawaii

Reports To: IT Security Manager

Company: Lucayan Technology Solutions LLC

Employment Type: Full-Time, On-Site

Clearance: Secret Clearance

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. The IT Help Desk II also mentors Level I staff, assists with system upgrades, and works 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.

Required:

• Education: Associate degree in Information Technology, Computer Science, or related field; or equivalent experience.
• Experience: 2+ years in IT support, with at least 1 year handling Tier 2 responsibilities in a government, military, or enterprise environment.
• Clearance: U.S. citizenship required; must hold or be able to obtain and maintain a DoD Secret Clearance.
• Active Security Clearance or higher
• Certifications (DoD 8570 IAT Level II requirement): One of the following required within 6 months of hire:
• CompTIA Security+ CE
• CompTIA CySA+
• Cisco CCNA Security
• Equivalent IAT Level II certification
• Training Requirements (must be completed within 30 days of hire, then annually):
• DoD Cyber Awareness / IA Training
• DoD AT Level I (Anti-Terrorism Awareness)
• OPSEC Awareness Training (Level I)
• iWATCH Training
  

• Active DoD security clearance (Secret or higher).
• 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.

• Onsite work required at our Honolulu, Hawaii location.
• Standard duty hours: Monday – Friday, 0800–1600 HST, excluding federal holidays.
• Occasional after-hours or on-call support may be required for outages, upgrades, or security incidents.
• Physical ability to lift up to 25 lbs and assist with IT equipment setup and movement.