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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Specialist - **Company:** IntePros Federal - **Location:** San Francisco, CA, United States (Remote available) - **Experience:** Experienced - **Salary:** $67,000.0 - $80,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, VoIP, Business Systems, Computer Networks, Desktop Computing, Virtual Private Networks (VPN), Network Connections, Password Management, Microsoft SharePoint, Wide Area Networks, Wi-Fi Technology, Tablet Computers, Peripherals, Computer Equipment, Os Ticket, Laptops, Servicenow - **Published:** July 23, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=429d3419993a920e ## About the Role * Bachelor's Degree in an IT-related field or equivalent experience, * 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., * 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. ## Description 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. Clearance: * Required: Must be able to obtain Public Trust Clearance * Preferred: Public Trust Clearance, * ITIL v3/v4 Foundation Certification * CompTIA: A+ * Network+ * Security+ * Microsoft Certified: Modern Desktop Administrator / M365 Fundamentals * HDI Desktop Support Technician / Support Center Team Lead Compensation: This position is covered under the Service Contract Act (SCA) and is classified as an hourly role. Compensation includes a base hourly wage plus an additional HealthWelfare (H&W) benefit as required by the applicable Wage Determination. Responsibilities - Activities may include, but are not limited to: SupervisionEscalation 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 TrackingDocumentation: Log, track, update, and close incidents/service requests utilizing the EPA's ServiceNow platform while maintaining full Incident Lifecycle Ownership (ILO). DesktopPeripheral Support: Provide setup, testing, installation, configuration, and troubleshooting for desktops, laptops, tablets, docking stations, monitors, network printers, and scanners. AccountAccess Management: Execute new user onboarding setups, hardware provisioning, offboarding equipment returns, and account/password management via EPA business systems. VIPMobile 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/VTCMeeting Support: Assist with setup, testing, and troubleshooting of Audio/Visual (AV) equipment, video projectors, and Video Teleconferencing (VTC) systems. User TrainingKnowledge Base: Conduct ad-hoc one-on-one user training and contribute technical solution articles to the internal SharePoint knowledge base. ## Related Videos - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) ## 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) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Steps to Get a Software Engineer Internship](https://www.wearedevelopers.com/magazine/160-steps-to-get-a-software-engineer-internship) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)