Help Desk Specialist

About the role

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.

Responsibilities

• Supervision & Escalation Management: Help supervise day-to-day Help Desk operations, establish escalation procedures, and monitor queues to ensure timely issue resolution and SLA compliance.
• Ticket Tracking & Documentation: Log, track, update, and close incidents/service requests utilizing the EPA's ServiceNow platform while maintaining full Incident Lifecycle Ownership (ILO).
• Desktop & Peripheral Support: Provide setup, testing, installation, configuration, and troubleshooting for desktops, laptops, tablets, docking stations, monitors, network printers, and scanners.
• Account & Access Management: Execute new user onboarding setups, hardware provisioning, offboarding equipment returns, and account/password management via EPA business systems.
• VIP & Mobile Support: Deliver expedited concierge-level IT support to VIP customers (~5% of user population) and provide troubleshooting for mobile devices (smartphones, tablets, air cards).
• AV/VTC & Meeting Support: Assist with setup, testing, and troubleshooting of Audio/Visual (AV) equipment, video projectors, and Video Teleconferencing (VTC) systems.
• User Training & Knowledge Base: Conduct ad-hoc one-on-one user training and contribute technical solution articles to the internal SharePoint knowledge base.

Qualifications

• 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)
• 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