Federal Help Desk Specialist II – Tier 1 IT Support

Potawatomi Federal Solutions, LLC; Lenexa (KS); On-site; USD 48,000 - 53,000; Full time

Job summary

Command Cyber Solutions, LLC is seeking a Help Desk Specialist II to join our IT team supporting EPA MRITSS contract in Lenexa, KS. You will be the primary Tier 1 contact for incidents and service requests, ensuring timely resolution and high end-user satisfaction across a mobile workforce.

The role requires 2+ years of IT help desk experience, familiarity with Windows and M365, and a Public Trust background check.

Qualifications

• Associate's degree in Information Technology, Computer Science, or related field.
• 2+ years IT help desk or technical support experience.
• Public Trust Background Investigation, Tier 4 (Required).
• ITIL v4 Foundation Certification (Preferred).
• CompTIA A+ (Preferred).
• HDI Support Center Analyst (Preferred).
• Experience with ITSM platforms such as ServiceNow or Remedy.

Responsibilities

• Provide Tier 1 Service Desk support via telephone, remote control, and in-person deskside assistance to end users at the Regional Office, Science and Technology Center, and Training and Logistics Center.
• Log, categorize, and prioritize incidents and service requests in the EPA ITSM system with accurate documentation.
• Troubleshoot and resolve hardware issues for desktops, laptops, tablets, and peripherals.
• Install, configure, and troubleshoot EPA-approved software applications and Operating Systems.
• Perform IMAC support for IT equipment, including new user setup and relocations.
• Support mobile device issuance, configuration, troubleshooting, and retrieval.
• Provide network connectivity troubleshooting from office to end user devices.
• Support VoIP and telephone equipment, including port activation requests and basic troubleshooting.
• Maintain and update the Agency Asset Management System (AAMS).
• Escalate incidents to Tier 2 with documentation of steps taken.
• Verify antivirus and endpoint security functionality on end user workstations.
• Develop and contribute self-help resources and FAQs for recurring issues.

Skills

Technical troubleshooting

Customer service

ITIL knowledge

Communication

End-user support

Education

Associate's degree in Information Technology, Computer Science, or related field

Tools

ServiceNow

Remedy

Job description

Command Cyber Solutions, LLC is seeking a Help Desk Specialist II to join our IT team supporting EPA MRITSS contract in Lenexa, KS. You will be the primary Tier 1 contact for incidents and service requests, ensuring timely resolution and high end-user satisfaction across a mobile workforce.

The role requires 2+ years of IT help desk experience, familiarity with Windows and M365, and a Public Trust background check.