Helpdesk Specialist
Role details
Job location
Tech stack
Job 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.
Requirements
- 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.