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 in Lenexa, KS is seeking a customer-focused Help Desk Specialist II to join our IT team supporting the EPA MRITSS contract. The HDS II will be the primary contact for Tier 1 incidents and service requests, resolving issues across hardware, software, network, and mobile devices in a federal setting.

You will log and categorize incidents in ITSM, document resolutions, and escalate as needed while maintaining high service levels and a positive end-user experience for a

Qualifications

• Associate’s degree in IT or related field.
• Experience troubleshooting Windows OS and M365 applications.
• Knowledge of ITIL-based incident and service request management.

Responsibilities

• Provide Tier 1 Service Desk support via telephone, remote control, and in-person deskside assistance.
• Log, categorize, and prioritize incidents in the ITSM system with accurate documentation.
• Troubleshoot hardware issues for desktops, laptops, tablets, and peripherals.
• Install, configure, and troubleshoot EPA-approved software and OS.
• IMAC support for IT equipment and new user setup.
• Support mobile device issuance and troubleshooting.
• Provide network connectivity troubleshooting from office to end user devices.

Skills

Troubleshooting

Customer service

ITIL / ITSM

Education

Associate’s degree in IT or related field

Tools

ServiceNow

Remedy

Job description

Command Cyber Solutions in Lenexa, KS is seeking a customer-focused Help Desk Specialist II to join our IT team supporting the EPA MRITSS contract. The HDS II will be the primary contact for Tier 1 incidents and service requests, resolving issues across hardware, software, network, and mobile devices in a federal setting.

You will log and categorize incidents in ITSM, document resolutions, and escalate as needed while maintaining high service levels and a positive end-user experience for a