> Markdown version of [/jobs/ext/1246676-help-desk-specialist-iv](https://www.wearedevelopers.com/jobs/ext/1246676-help-desk-specialist-iv). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Specialist IV - **Company:** LinTech Global, Inc. - **Location:** Lenexa, KS, United States (Remote available) - **Experience:** Experienced - **Salary:** $100,000.0 - $130,000.0 - **Contract:** Permanent contract - **Skills:** Bomgar, Cyber Security, Information Technology Operations, System Center Configuration Manager, Remote Service Software, Servicenow - **Published:** July 12, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=c861286432850477 ## About the Role * 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. ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [Cyber Security: Small, and Large!](https://www.wearedevelopers.com/videos/259-cyber-security-small-and-large) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Less Is More: How Lagom and Agile Can Create Harmonious Workflows](https://www.wearedevelopers.com/videos/1993-less-is-more-how-lagom-and-agile-can-create-harmonious-workflows) ## Related Articles - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany)