Help Desk Specialist III
Listed on 2026-07-19
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IT/Tech
IT Support, HelpDesk/Support, Systems Administrator
Position Title:
Help Desk Specialist III
Location:
Lenexa, KS
Salary: $72,000.00 +
Position Summary:
Command Cyber Solutions is seeking a customer-focused Help Desk Specialist III (HDS III) to join our IT team supporting the Environmental Protection Agency (EPA) Region 7 Multi-Regional Information Technology Support Services (MRITSS) contract. Region 7 supports approximately 600 federal and contractor personnel across the Regional Office, Science and Technology Center, and Training and Logistics Center in Kansas and Missouri, in furtherance of EPA’s mission to protect human health and the environment across Iowa, Kansas, Missouri, Nebraska, and nine Tribal Nations.
The HDS III serves as the Region’s Tier 2 escalation resource, resolving complex incidents referred by Tier 1 staff, leading Root Cause Analysis (RCA) and knowledge base development, and providing technical guidance and mentorship to Tier 1 Service Desk personnel. This role supports EPA’s operational resilience, including Continuity of Operations (COOP) and a Regional Emergency Operations Center (REOC) readiness, in accordance with Information Technology Infrastructure Library (ITIL) v4 service management practices.
Essential Duties & Responsibilities:
- Serve as the Tier 2 escalation point for complex incidents referred by Tier 1 Service Desk staff, providing advanced troubleshooting and RCA.
- Provide mentorship and technical guidance to Tier 1 Service Desk staff, including review of incident documentation for completeness and accuracy.
- Support workstation management activities, including system imaging, patch deployment, and coordination of refresh schedules approved by the Oder Contracting Officer’s Representative (OCOR).
- Lead troubleshooting and resolution of Audio/Video (AV) conferencing and Video Teleconferencing (VTC) equipment issues, including quarterly conference room functionality checks.
- Support REOC readiness activities, including equipment setup, monthly system verification, and IT support during COOP exercise and activations.
- Analyze recurring incident trends and contribute findings to weekly problem management and trend analysis reporting.
- Contribute to the development and quarterly review of Standard Operating Procedures (SOPs) for key Service Desk tasks.
- Provide expedited support for VIP customers in accordance with defined Service Level Agreements (SLAs).
- Support inventory control functions, including reconciliation of Government Furnished Property (GFP) records and coordination of equipment disposal.
- Support special project assignments, including infrastructure changes, hardware and software rollouts, and non-standard support requests as directed by the OCOR.
- Perform Install, Move, Add, Change (IMAC) support and workstation configuration for complex or non-standard equipment requests.
- Maintain Incident Lifecycle Ownership (ILO) for assigned tickets, ensuring timely resolution and compliance with SLA metrics.
Education, Certification &
Experience:
Education:
- Bachelor’s degree in Information Technology, Computer Science, or related field.
Certifications:
- Public Trust Background Investigation, Tier 4 (Required)
- ITIL v4 Foundation Certification (Preferred)
- CompTIA A+ (Preferred)
HDI Support Center Analyst (Preferred)
Experience:
- 4+ years of experience providing IT help desk or technical support, including escalated or Tier 2 level troubleshooting.
- Experience mentoring or providing technical guidance to junior IT support staff.
- Experience conducting RCA and contributing to problem management processes.
- Experience supporting AV and VTC equipment in a professional environment.
- Experience supporting emergency operations, COOP, or similar mission-critical IT functions.
- Experience providing IT support in a federal or government contracting environment.
Knowledge, Skills & Abilities:
Knowledge:
- Knowledge of advanced troubleshooting methodologies and RCA techniques for complex, escalated IT incidents.
- Knowledge of federal IT security and privacy requirements including the Federal Information Security Modernization Act (FISMA), National Institute of Standards and Technology (NIST) Special Publication (SP) 800-53, and Section 508 accessibility standards, as…
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