Helpdesk Specialist

IntePros Federal • San Francisco, CA

1d • $67,000 - $80,000 • Onsite

About The Position

We are seeking an experienced and customer-focused Helpdesk Specialist IV to support end-users at the EPA Regional Office in Los Angeles, CA. As a working supervisor (Level I Supervisor), you will assist in directing day-to-day help desk operations, ensuring service level agreements (SLAs) are consistently met, and handling escalated technical incidents. In this role, you will deliver hands-on Tier 1 and Tier 2 IT support, troubleshoot complex desktop, laptop, mobile, network, and audio/visual issues, and mentor junior technicians while reporting directly to the Project Manager.

Requirements

• 4-6 years of technical experience in Help Desk, Desktop Support, or IT Customer Support
• Strong hands-on technical troubleshooting experience with Windows OS, Microsoft 365, PC hardware, laptops, printers, and peripherals.
• Experience using enterprise ITSM/ticketing software (ServiceNow preferred).
• Ability to direct work, manage team queues, and maintain high customer satisfaction standards.
• Basic network connectivity troubleshooting skills (LAN/WAN, Wi-Fi, VPN, VoIP, switch port activation).
• Excellent verbal/written communication and customer service skills, with demonstrated experience supporting executive/VIP clients.
• Must be able to obtain Public Trust Clearance

Nice To Haves

• ITIL v3/v4 Foundation Certification
• CompTIA: A+
• Network+
• Security+
• Microsoft Certified: Modern Desktop Administrator / M365 Fundamentals
• HDI Desktop Support Technician / Support Center Team Lead
• Prior experience supporting a U.S. Federal Government agency IT environment (preferably EPA or similar civilian agencies).
• Working knowledge of ITIL service management frameworks and best practices.
• Experience supporting specialized field equipment, loaner inventories, or emergency operations center (REOC) IT hardware.
• Public Trust Clearance

Responsibilities

• Supervise day-to-day Help Desk operations, establish escalation procedures, and monitor queues to ensure timely issue resolution and SLA compliance.
• Identify, research, and resolve complex IT technical problems across hardware, software, voice/VoIP, and network connectivity.
• Log, track, update, and close incidents/service requests utilizing the EPA's ServiceNow platform while maintaining full Incident Lifecycle Ownership (ILO).
• Provide setup, testing, installation, configuration, and troubleshooting for desktops, laptops, tablets, docking stations, monitors, network printers, and scanners.
• Execute new user onboarding setups, hardware provisioning, offboarding equipment returns, and account/password management via EPA business systems.
• Deliver expedited concierge-level IT support to VIP customers (~5% of user population) and provide troubleshooting for mobile devices (smartphones, tablets, air cards).
• Assist with setup, testing, and troubleshooting of Audio/Visual (AV) equipment, video projectors, and Video Teleconferencing (VTC) systems.
• Conduct ad-hoc one-on-one user training and contribute technical solution articles to the internal SharePoint knowledge base.

Benefits

• E-Verify participation
• Consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level