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About the Role

Seeking an experienced and customer-focused Helpdesk Specialist IV to support end-users at the EPA Regional Office in Los Angeles, CA. This role involves assisting in directing day-to-day help desk operations, ensuring service level agreements (SLAs) are met, and handling escalated technical incidents. You will deliver hands-on Tier 1 and Tier 2 IT support, troubleshoot complex issues, and mentor junior technicians.

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 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.

Requirements

Must be able to obtain Public Trust Clearance.
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.

Skills

Windows OS
Microsoft 365
PC hardware
Laptops
Printers
Peripherals
ServiceNow
LAN/WAN
Wi-Fi
VPN
VoIP
Switch port activation
Audio/Visual (AV) equipment
Video Teleconferencing (VTC) systems
Mobile devices (smartphones, tablets, air cards)

Location

Los Angeles, CA

Work Type

Non-telework

Experience Level

4-6 years of technical experience
Working supervisor (Level I Supervisor)

Education Level

Bachelor's Degree in an IT-related field or equivalent experience

About the Company

IntePros Federal is a Service-Disabled, Veteran-Owned, Small Business (SDVOSB) headquartered in Washington DC, providing IT solutions, systems, and software services to multiple federal government agencies.
We specialize in IT solutions, application development, program management, systems integration, and cybersecurity services.
Our core values are the keys to success by empowering people to do the right thing for our colleagues, customers, and community.

Equal Opportunity

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.
Equal Opportunity Employer/Veterans/Disabled
Background Investigation Required