Helpdesk Specialist

We are seeking an experienced and customer-focused Helpdesk Specialist IV to support end-users at the EPA Regional Office in Los Angeles, CA. As a working supervisor (Level I Supervisor), you will assist in directing day-to-day help desk operations, ensuring service level agreements (SLAs) are consistently met, and handling escalated technical incidents.

In this role, you will deliver hands-on Tier 1 and Tier 2 IT support, troubleshoot complex desktop, laptop, mobile, network, and audio/visual issues, and mentor junior technicians while reporting directly to the Project Manager., ITIL v3/v4 Foundation Certification CompTIA: A+ Network+ Security+ Microsoft Certified: Modern Desktop Administrator / M365 Fundamentals HDI Desktop Support Technician / Support Center Team Lead

Responsibilities - Activities may include, but are not limited to:

· Supervision & Escalation Management: Help supervise day-to-day Help Desk operations, establish escalation procedures, and monitor queues to ensure timely issue resolution and SLA compliance. Technical Incident Resolution: Identify, research, and resolve complex IT technical problems across hardware, software, voice/VoIP, and network connectivity.

· Ticket Tracking & Documentation: Log, track, update, and close incidents/service requests utilizing the EPA’s ServiceNow platform while maintaining full Incident Lifecycle Ownership (ILO).

· Desktop & Peripheral Support: Provide setup, testing, installation, configuration, and troubleshooting for desktops, laptops, tablets, docking stations, monitors, network printers, and scanners.

· Account & Access Management: Execute new user onboarding setups, hardware provisioning, offboarding equipment returns, and account/password management via EPA business systems.

· VIP & Mobile Support: Deliver expedited concierge-level IT support to VIP customers (~5% of user population) and provide troubleshooting for mobile devices (smartphones, tablets, air cards).

· AV/VTC & Meeting Support: Assist with setup, testing, and troubleshooting of Audio/Visual (AV) equipment, video projectors, and Video Teleconferencing (VTC) systems.

· User Training & Knowledge Base: Conduct ad-hoc one-on-one user training and contribute technical solution articles to the internal SharePoint knowledge base., Prior experience supporting a U.S. Federal Government agency IT environment (preferably EPA or similar civilian agencies). Working knowledge of ITIL service management frameworks and best practices. Experience supporting specialized field equipment, loaner inventories, or emergency operations center (REOC) IT hardware. Who We Are: IntePros Federal is a Service-Disabled, Veteran-Owned, Small Business (SDVOSB) headquartered in Washington DC, providing IT solutions, systems, and software services to multiple federal government agencies. We specialize in IT solutions, application development, program management, systems integration, and cybersecurity services. Our core values are the keys to success by empowering people to do the right thing for our colleagues, customers, and community. Join Us!!

Required: Must be able to obtain Public Trust Clearance Preferred: Public Trust Clearance Locations:

Los Angeles, CA- EPA Southern California Field Office 600 Wilshire Blvd. Suite 940, Los Angeles, CA 90017 - Non-telework, limited travel to San Francisco and other local sites Education:

Bachelor’s Degree in an IT-related field or equivalent experience Required Certifications, 4-6 years of technical experience in Help Desk, Desktop Support, or IT Customer Support Strong hands-on technical troubleshooting experience with Windows OS, Microsoft 365, PC hardware, laptops, printers, and peripherals. Experience using enterprise ITSM/ticketing software (ServiceNow preferred). Ability to direct work, manage team queues, and maintain high customer satisfaction standards. Basic network connectivity troubleshooting skills (LAN/WAN, Wi-Fi, VPN, VoIP, switch port activation). Excellent verbal/written communication and customer service skills, with demonstrated experience supporting executive/VIP clients.