Help Desk Specialist IV

The Help Desk Specialist IV serves as the Service Management Lead and senior technical escalation authority supporting EPA Region 7 IT operations. This role provides operational oversight for regional service desk fulfillment activities, incident escalation management, SLA monitoring, technical troubleshooting, and customer support operations across multiple EPA Region 7 support locations.

This position focuses primarily on regional deskside support operations, incident escalation management, and onsite technical support rather than traditional call-center-only support. This role supports a highly mobile federal workforce and requires strong experience supporting enterprise IT environments, remote users, and ITIL-aligned service management operations., * Assist with supervision of day-to-day operations supporting regional IT service desk and deskside support activities.

• Identify, research, troubleshoot, and resolve complex technical problems and escalated incidents.
• Create, manage, and maintain escalation procedures to ensure service levels and operational performance are maintained.
• Document, track, monitor, and manage incidents through resolution utilizing EPA enterprise ITSM tools.
• Develop, maintain, and quarterly update documented SOPs for all key tasks
• Support operational reporting activities, including SLA tracking, incident metrics, trend analysis, and customer service reporting.
• Provide technical leadership and guidance to Regional IT Support Specialists and support personnel.
• Support VIP users, teleworkers, travelers, and remote/offsite users requiring expedited or specialized support.
• Perform deskside support, endpoint troubleshooting, hardware/software support, mobility support, and remote support activities.
• Support AV/VTC operations, conference room support, peripheral device support, and user setup activities.
• Support inventory management, equipment tracking, hardware deployments, and lifecycle management activities.
• Support onboarding activities including new user setup, telecommunication support, and endpoint configuration.
• Coordinate and support EPA cybersecurity and compliance requirements, including annual security training, Rules of Behavior compliance, and FISMA-related support activities.
• Participate in root cause analysis and continuous service improvement initiatives to improve operational performance and user satisfaction.
• Support emergency operations, COOP activities, and surge support requirements as needed.
• Ensure compliance with EPA operational policies, service management procedures, and federal security requirements.

• Experience supporting EPA or other Civilian Federal agency IT environments.
• Experience supporting ITIL-aligned service management operations.
• Familiarity with Microsoft SCCM, Bomgar, endpoint management, and enterprise remote support tools.
• Experience supporting AV/VTC technologies and conference room systems.
• Experience supporting inventory management and asset lifecycle management processes.
• Experience supporting VIP customer environments.
• ITIL 4 Certification, * 6+ years of experience supporting enterprise IT service desk, deskside support, or endpoint support operations.
• 2+ years of experience supporting IT service management or operational leadership functions.
• Demonstrated experience troubleshooting and resolving complex technical issues in enterprise environments.
• Experience supporting geographically dispersed users, teleworkers, and remote workforce operations.
• Demonstrated experience utilizing ITSM platforms and incident management processes.
• Experience supporting SLA-driven operational environments.
• Experience with ServiceNow for incident management
• Demonstrated familiarity with Federal IT security requirements and operational compliance requirements.
• Strong customer service, communication, and technical troubleshooting skills.
• Ability to prioritize workload, manage escalations, and operate effectively in a fast-paced support environment.

Education Requirements: Bachelor’s degree from an accredited College or University.

Clearance Requirements: a Tier 4 Public Trust (High Risk/Sensitive) is required to Start.

Pulled from the full job description Referral program AD&D insurance Health insurance 401(k) matching Paid time off Paid sick time Disability insurance, Our robust benefits package includes Open Paid Time Off, 11 Federal Paid Holidays & 5 Paid Sick Days, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!

Dexian Government Solutions is an award-winning ISO 9001:2015 certified, business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. Dexian Government Solutions has received several recognitions, including rankings on “Top 50 Companies to Watch”, Washington Technology’s Annual “FAST 50”, and Inc. 500’s List of “Fastest Growing Private Companies”. The Dexian Government Solutions team is comprised of individuals who are dedicated to the success and sustainability of our customers and their missions. Our combination of technical expertise, big business experience, and small business agility allows us to promptly provide our customers with exceptional IT and engineering solutions.