Help Desk Specialist II

Overview

Position Title: Help Desk Specialist II

Location: Lenexa, KS

Salary: $48,000.00 +

Position Summary:

Command Cyber Solutions is seeking a customer-focused Help Desk Specialist II (HDS II) 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 II serves as the primary point of contact for Tier 1 incident and service request support, providing responsive, first-contact resolution for hardware, software, network, and mobile device issues in accordance with Information Technology Infrastructure Library (ITIL) v4 service management practices. This role directly supports EPA’s operational continuity by helping maintain high service levels, accurate incident documentation, and a positive end-user experience for a highly mobile workforce.

• Provide Tier 1 Service Desk support via telephone, remote control, and in-person deskside assistance to end users at the Regional Office, Science and Technology Center, and Training and Logistics Center.
• Log, categorize, and prioritize incidents and service requests in the EPA Information Technology Service Management (ITSM) system within established time frames, ensuring accurate documentation of issue and resolution details.
• Troubleshoot and resolve hardware issues for desktops, laptops, tablets, and peripherals, including printers, scanners, monitors, and docking stations.
• Install, configure, and troubleshoot standard EPA-approved software applications and Operating Systems in accordance with EPA policies and procedures.
• Perform Install, Move, Add, Change (IMAC) support for IT equipment, including new user setup, equipment relocation, and configuration changes.
• Support mobile device issuance, configuration, troubleshooting, and retrieval, including smartphones, tablets, and air cards.
• Provide network connectivity troubleshooting from the office connection to end user devices, including computers, printers, and Video Teleconferencing (VTC) equipment.
• Support Voice over Internet Protocol (VoIP) and telephone equipment, including port activation requests and basic troubleshooting.
• Maintain and update the Agency Asset Management System (AAMS) to reflect equipment issuance, transfers, and disposition.
• Escalate incidents outside of Tier 1 resolution authority to appropriate Tier 2 resources, documenting all troubleshooting steps taken prior to escalation.
• Verify functionality of antivirus and endpoint security software on end user workstations as part of routine incident support.
• Develop and contribute self-help resources, including tips, Frequently Asked Questions (FAQs), and Knowledge base articles, for recurring technical issues.

Education:

• Associate’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:

• 2+ years of experience providing IT help desk or technical support in a customer service environment.
• Experience troubleshooting Microsoft Windows OS and M365 applications.
• Experience supporting desktop, laptop, and mobile device hardware in a networked environment.
• Experience documenting incidents and service requests in an ITSM platform such as Service Now or Remedy.
• Experience providing IT support in a federal or government contracting environment.

Knowledge:

• Knowledge of desktop OS, standard business applications, and mobile device platforms sufficient to diagnose and resolve common technical issues.
• Knowledge of ITIL-based incident and service request management practices, including ticket documentation and escalation procedures.

Skills:

• Technical troubleshooting skills…