Help Desk Specialist II
$48,000–$53,000 year
On-siteLenexa, Kansas, United States
Job Summary
Provide Tier 1 service desk support via telephone, remote control, and in-person assistance to end users at the EPA Regional Office, Science and Technology Center, and Training and Logistics Center. Log, categorize, and prioritize incidents in the ITSM system while troubleshooting hardware, software, network, and mobile device issues. Perform Install, Move, Add, Change (IMAC) support, manage VoIP equipment, and escalate unresolved incidents to Tier 2 resources. Maintain the Agency Asset Management System and develop self-help resources for recurring technical issues. This role directly supports EPA's operational continuity for approximately 600 federal and contractor personnel across Iowa, Kansas, Missouri, Nebraska, and nine Tribal Nations.
Required Qualifications
- Associate's degree in Information Technology, Computer Science, or related field
- Public Trust Background Investigation, Tier 4
- 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 ServiceNow or Remedy
- Experience providing IT support in a federal or government contracting environment
- 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
- Technical troubleshooting skills for hardware, software, and network connectivity issues affecting end user productivity
- Customer service skills to communicate technical information clearly to non-technical end users, including remote and mobile personnel
- Ability to prioritize and manage a high volume of incidents and service requests to meet defined Service Level Agreement (SLA) timeframes
- Ability to work independently and collaboratively with Regional IT staff, contractors, and government stakeholders to support end user needs
- Must be able to lift 50 lbs
Desired Qualifications
- ITIL v4 Foundation Certification
- CompTIA A+
- HDI Support Center Analyst
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