Help Desk Specialist I

Dexian Government Solutions is recruiting for a Help Desk Specialist I to support the EPA Multi-Regional Information Technology Support Services Region 7 contract in Lenexa, Kansas.

Position Overview:

The Help Desk Specialist I provides first-level technical support to EPA Region 7 users by responding to IT incidents and service requests through phone, remote support, walk-up assistance, and deskside support. This role supports daily IT operations by troubleshooting hardware, software, mobile devices, peripherals, and network connectivity issues while delivering exceptional customer service in an ITIL-aligned service management environment.

This position focuses primarily on Tier I service desk and deskside support activities, assisting EPA users with technical issues, documenting incidents within the EPA enterprise ITSM platform, and escalating complex issues to higher-level support teams when appropriate.

Job Duties:

• Respond to user incidents and service requests via phone, email, remote support, walk-up support, and deskside visits.
• Document, track, update, and resolve incidents utilizing EPA enterprise ITSM tools.
• Troubleshoot desktop and laptop hardware, Microsoft Windows operating systems, Microsoft 365 applications, printers, scanners, mobile devices, monitors, docking stations, and peripheral equipment.
• Perform software installations, updates, configuration, and basic troubleshooting of approved EPA applications.
• Support password resets, account unlocks, user profile updates, and other basic account management activities.
• Provide remote support for teleworkers, travelers, and offsite EPA users.
• Perform workstation setup, equipment deployment, Install, Move, Add, and Change (IMAC) activities, and endpoint configuration.
• Support conference room technology, AV/VTC equipment, and meeting setup activities.
• Assist with inventory management, equipment distribution, asset tracking, and lifecycle management activities.
• Configure and distribute loaner equipment, mobile devices, and IT consumables.
• Escalate unresolved incidents to Tier II or specialized support teams while maintaining incident ownership.
• Maintain accurate documentation and contribute to knowledge base articles and standard operating procedures.
• Participate in continuous service improvement initiatives to enhance operational performance and customer satisfaction.
• Support emergency operations, COOP activities, and surge support requirements as needed.
• Ensure compliance with EPA operational policies, IT service management procedures, cybersecurity requirements, and federal security regulations.

Required Qualifications:

• 1+ years of experience supporting enterprise IT service desk, desktop support, or technical customer support environments.
• Experience troubleshooting Windows desktop and laptop hardware and software.
• Experience supporting Microsoft 365 applications and standard desktop peripherals.
• Demonstrated experience utilizing ITSM platforms or ticket management systems.
• Basic understanding of networking concepts including TCP/IP, VPN, Wi-Fi, and printer connectivity.
• Strong customer service, communication, and technical troubleshooting skills.
• Ability to prioritize workload and manage multiple support requests in a fast-paced environment.
• Ability to work independently and collaboratively within a team environment.

Education Requirements: Bachelor's degree from an accredited College or University in Information Technology, Computer Science, or a related field. Equivalent combination of education and relevant experience may be considered.

Clearance Requirements: a Tier 4 Public Trust (High Risk/Sensitive) is required to Start.

Company Description

Dexian Government Solutions is an award-winning ISO 9001:2015 certified, business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. Dexian Government Solutions has received several recognitions, including rankings on "Top 50 Companies to Watch", Washington Technology's Annual "FAST 50", and Inc. 500's List of "Fastest Growing Private Companies". The Dexian Government Solutions team is comprised of individuals who are dedicated to the success and sustainability of our customers and their missions. Our combination of technical expertise, big business experience, and small business agility allows us to promptly provide our customers with exceptional IT and engineering solutions.

Benefits

Our robust benefits package includes Open Paid Time Off, 11 Federal Paid Holidays & 5 Paid Sick Days, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!

EEO Statement

Dexian Government Solutions is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided based on qualifications, merit, and business need.

All applicants will be considered for employment without attention to race, religion, color, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation and related medical conditions), marital status, genetic information (including characteristics and testing), gender, sexual orientation, gender identity or expression, military and veteran status, or any other status protected under federal, state, or local law in the locations where we operate.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources. The Company invites any applicant and/or employee to review the Company's written Affirmative Action Plan. This plan is available for inspection upon request.

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This role requires customer approval, suitability to hold a public trust and successful completion of a preemployment background screening.