Help Desk Specialist II

Position Title: Help Desk Specialist II

Location: Lenexa, KS

Salary: $48,000.00 +

Position Summary:

Command Cyber Solutions is seeking a customer-focused Help Desk Specialist II (HDS II) to join our IT team supporting the Environmental Protection Agency (EPA) Region 7 Multi-Regional Information Technology Support Services (MRITSS) contract. Region 7 supports approximately 600 federal and contractor personnel across the Regional Office, Science and Technology Center, and Training and Logistics Center in Kansas and Missouri, in furtherance of EPA's mission to protect human health and the environment across Iowa, Kansas, Missouri, Nebraska, and nine Tribal Nations. The HDS II serves as the primary point of contact for Tier 1 incident and service request support, providing responsive, first-contact resolution for hardware, software, network, and mobile device issues in accordance with Information Technology Infrastructure Library (ITIL) v4 service management practices. This role directly supports EPA's operational continuity by helping maintain high service levels, accurate incident documentation, and a positive end-user experience for a highly mobile workforce.

Essential Duties & 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 Information Technology Service Management (ITSM) system within established timeframes, ensuring accurate documentation of issue and resolution details.
• Troubleshoot and resolve hardware issues for desktops, laptops, tablets, and peripherals, including printers, scanners, monitors, and docking stations.
• Install, configure, and troubleshoot standard EPA-approved software applications and Operating Systems in accordance with EPA policies and procedures.
• Perform Install, Move, Add, Change (IMAC) support for IT equipment, including new user setup, equipment relocation, and configuration changes.
• Support mobile device issuance, configuration, troubleshooting, and retrieval, including smartphones, tablets, and air cards.
• Provide network connectivity troubleshooting from the office connection to end user devices, including computers, printers, and Video Teleconferencing (VTC) equipment.
• Support Voice over Internet Protocol (VoIP) and telephone equipment, including port activation requests and basic troubleshooting.
• Maintain and update the Agency Asset Management System (AAMS) to reflect equipment issuance, transfers, and disposition.
• Escalate incidents outside of Tier 1 resolution authority to appropriate Tier 2 resources, documenting all troubleshooting steps taken prior to escalation.
• Verify functionality of antivirus and endpoint security software on end user workstations as part of routine incident support.
• Develop and contribute self-help resources, including tips, Frequently Asked Questions (FAQs), and Knowle base articles, for recurring technical issues.
  
  

Education, Certification & Experience:

Education:

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

Certifications:

• Public Trust Background Investigation, Tier 4 (Required)
• ITIL v4 Foundation Certification (Preferred)
• CompTIA A+ (Preferred)
• HDI Support Center Analyst (Preferred)
  
  

Experience:

• 2+ years of experience providing IT help desk or technical support in a customer service environment.
• Experience troubleshooting Microsoft Windows OS and M365 applications.
• Experience supporting desktop, laptop, and mobile device hardware in a networked environment.
• Experience documenting incidents and service requests in an ITSM platform such as ServiceNow or Remedy.
• Experience providing IT support in a federal or government contracting environment.
  

Knowledge, Skills & Abilities:

Knowledge:

• Knowledge of desktop OS, standard business applications, and mobile device platforms sufficient to diagnose and resolve common technical issues.
• Knowledge of ITIL-based incident and service request management practices, including ticket documentation and escalation procedures.
  
  

Skills:

• Technical troubleshooting skills for hardware, software, and network connectivity issues affecting end user productivity.
• Customer service skills to communicate technical information clearly to non-technical end users, including remote and mobile personnel.
  
  

Abilities:

• Ability to prioritize and manage a high volume of incidents and service requests to meet defined Service Level Agreement (SLA) timeframes.
• Ability to work independently and collaboratively with Regional IT staff, contractors, and government stakeholders to support end user needs.
  
  

Why Join Command Cyber Solutions:

We recognize that our success begins with our people. We are dedicated to fostering a professional, collaborative, and growth-oriented environment where employees are empowered to excel and advance their careers, CCS offers opportunities to contribute to high-impact federal initiatives, supported by robust professional development programs, competitive compensation, comprehensive benefits, and flexible work arrangements. We prioritize investing in our workforce, ensuring each team member has the resources, support, and career pathways to achieve long-term success while delivering meaningful results for our clients.

Culture:

At CCS, you'll be a part of a team that genuinely supports one another and where leadership is invested in the well-being and success of every employee. We foster a work culture where people are valued for who they are, not just what they do, and where your career goals are taken seriously. You'll be encouraged to grow through mentorship, hands-on experience, and access to continued learning opportunities that align with your aspirations. Whether you're looking to deepen your expertise, earn new certifications, or take on leadership roles, CCS provides the environment and support to help you get there. Leadership is approachable, collaboration is natural, and success is shared. At CCS, you're not just joining a company; you're joining a community committed to your growth and success.

Benefits:

We offer a comprehensive benefits package designed to support the health, financial security, and overall well-being of our employees and their families. Our offerings include medical and prescription drug plans, dental coverage, group life insurance, and options for supplemental life insurance to provide additional protection. We also provide short-term and long-term disability insurance, flexible spending accounts, and employee assistance programs to help employees manage personal and professional needs. Our package also includes identity theft protection and a competitive 401(k) retirement savings plan with company contributions, giving employees valuable resources to protect their future and achieve long-term financial goals.

EEO Statement:

Command Cyber Solutions, LLC is an equal opportunity employer. Command Cyber solutions, LLC does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, marital status or any other characteristic protected by law.

#ClearanceJobs