Help Desk Specialist III

Position Title: Help Desk Specialist III

Location: Lenexa, KS

Salary: $72,000.00 +

Position Summary:

Command Cyber Solutions is seeking a customer-focused Help Desk Specialist III (HDS III) 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 III serves as the Region's Tier 2 escalation resource, resolving complex incidents referred by Tier 1 staff, leading Root Cause Analysis (RCA) and knowledge base development, and providing technical guidance and mentorship to Tier 1 Service Desk personnel. This role supports EPA's operational resilience, including Continuity of Operations (COOP) and a Regional Emergency Operations Center (REOC) readiness, in accordance with Information Technology Infrastructure Library (ITIL) v4 service management practices.

Essential Duties & Responsibilities:

• Serve as the Tier 2 escalation point for complex incidents referred by Tier 1 Service Desk staff, providing advanced troubleshooting and RCA.
• Provide mentorship and technical guidance to Tier 1 Service Desk staff, including review of incident documentation for completeness and accuracy.
• Support workstation management activities, including system imaging, patch deployment, and coordination of refresh schedules approved by the Oder Contracting Officer's Representative (OCOR).
• Lead troubleshooting and resolution of Audio/Video (AV) conferencing and Video Teleconferencing (VTC) equipment issues, including quarterly conference room functionality checks.
• Support REOC readiness activities, including equipment setup, monthly system verification, and IT support during COOP exercise and activations.
• Analyze recurring incident trends and contribute findings to weekly problem management and trend analysis reporting.
• Contribute to the development and quarterly review of Standard Operating Procedures (SOPs) for key Service Desk tasks.
• Provide expedited support for VIP customers in accordance with defined Service Level Agreements (SLAs).
• Support inventory control functions, including reconciliation of Government Furnished Property (GFP) records and coordination of equipment disposal.
• Support special project assignments, including infrastructure changes, hardware and software rollouts, and non-standard support requests as directed by the OCOR.
• Perform Install, Move, Add, Change (IMAC) support and workstation configuration for complex or non-standard equipment requests.
• Maintain Incident Lifecycle Ownership (ILO) for assigned tickets, ensuring timely resolution and compliance with SLA metrics.
  

Education, Certification & Experience:

Education:

• Bachelor'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:

• 4+ years of experience providing IT help desk or technical support, including escalated or Tier 2 level troubleshooting.
• Experience mentoring or providing technical guidance to junior IT support staff.
• Experience conducting RCA and contributing to problem management processes.
• Experience supporting AV and VTC equipment in a professional environment.
• Experience supporting emergency operations, COOP, or similar mission-critical IT functions.
• Experience providing IT support in a federal or government contracting environment.
  

Knowledge, Skills & Abilities:

Knowledge:

• Knowledge of advanced troubleshooting methodologies and RCA techniques for complex, escalated IT incidents.
• Knowledge of federal IT security and privacy requirements including the Federal Information Security Modernization Act (FISMA), National Institute of Standards and Technology (NIST) Special Publication (SP) 800-53, and Section 508 accessibility standards, as they apply to end user support.
  
  

Skills:

• Advanced technical skills in diagnosing and resolving complex hardware, software, network, and AV issues across multiple facility locations.
• Mentoring and knowledge-transfer skills to guide junior Service Desk staff and improve team-wide first contact resolution rates.
  

Abilities:

• Ability to analyze incident trends and recommend process or knowledge base improvements to reduce recurring issues.
• Ability to respond effectively during emergency or COOP activation scenarios, including under compressed response time requirements.
  
  

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.

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