Tier 1 Help Desk Specialist – ITIL & ITSM Pro
Potawatomi Federal Solutions, LLC
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Job summary
Command Cyber Solutions, LLC in Lenexa, KS seeks a Help Desk Specialist II to provide Tier 1 incident and service request support for EPA Region 7 MRITSS contract. You will assist end users via phone, remote, and on-site, documenting issues in ITSM and escalating when needed.
The role emphasizes customer service, hardware/software issue resolution, and knowledge base contributions. Candidates should have 2+ years experience, an Associate degree in IT/CS, and applicable certifications; federal
Qualifications
- Associate degree in IT/CS or related field required/preferred.
- Public Trust Tier 4 background investigation required.
- Experience with ITIL processes and ITSM tooling preferred.
Responsibilities
- Provide Tier 1 desk support via phone, remote, and in-person deskside.
- Log, categorize, and prioritize incidents in ITSM with documentation.
- Troubleshoot hardware, software, and network issues for end users.
- Install, configure, and support EPA-approved software and OS.
- Perform IMAC tasks and assist with mobile device management.
- Escalate to Tier 2 when necessary and document steps taken.
Skills
Education
Tools
Job description
Command Cyber Solutions, LLC in Lenexa, KS seeks a Help Desk Specialist II to provide Tier 1 incident and service request support for EPA Region 7 MRITSS contract. You will assist end users via phone, remote, and on-site, documenting issues in ITSM and escalating when needed.
The role emphasizes customer service, hardware/software issue resolution, and knowledge base contributions. Candidates should have 2+ years experience, an Associate degree in IT/CS, and applicable certifications; federal
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