Account Management Technician II

Who is Epsilon:
Epsilon is an IT Services company that was founded in 2009 and has become an established leader in providing Information Technology services to both Federal Government and Commercial businesses across the United States. Epsilon is known for its solution-focused and innovative approach, aligning technology systems, tools, and processes with the missions and objectives of its customers.

Epsilon’s headquarters are in Weaverville, NC with other corporate offices in Greenville, SC, Crystal City, VA, and Denver, CO. We have employees in 30+ States across the U.S.

Why work for Epsilon:
In joining Epsilon’s team, you will have the opportunity to contribute to Epsilon’s business and customer initiatives, as well as influence our brand culture through people interaction and technology advancements.

Epsilon invests in our employees by promoting from within and enabling employees to elevate their knowledge and skill set in their profession by allocating $3,000 annually in Professional Development funds. We also offer competitive pay, comprehensive benefits through one of the largest national carriers, Paid Time Off (PTO) that increases with tenure and has a generous rollover, 11 company paid Holidays, and 401(k) with immediate contribution.

Where you’ll work:
This fully remote opportunity allows you the flexibility to work from home in support of Epsilon’s USPTO APR Customer.

Our Customer’s Mission:
Epsilon provides professional and efficient technical support and account management activities for all US Patent and Trademark Office (USPTO) personnel while also providing world class customer service. The Epsilon team is comprised of Service Desk (SD), Enterprise Request Fulfillment/Account Management (ERF), Major Incident monitoring (MI), and Advanced Problem Resolution (APR) technicians. Our Service Desk Agents are the initial point of contact (phone, email or chat) to remedy technical issues, while the APR Team receives escalated tickets, executive support requests, and tier 2 requests. Our ERF team is tasked with account/access management for end users and our MI Team monitors and reports issues affecting enterprise services for USPTO.

An average day:
As Account Management Technician II, you will ensure all personnel have continuous and uninterrupted work production by performing highly visible and impactful account management work, with primary focus on account creation, changes, and updates. In this position you will:

• Support/ensure that all service requests and account related requests that come through the Service Desk are handled promptly, courteously, and completely; or coordinate the fulfillment with the appropriate support group ensuring all Service Level Agreements (SLAs) are met.
• Provide Patent Examiner Onboarding Connection Clinic support/assistance for new and temporary hires, interns, and externs with RSA Soft Token support and troubleshoot issues. Provide Connection Clinic Onboarding Support to coincide with federal onboarding. Ensure onboarding tasks and accounts are created:
  • RST Login, lockout, and activation.
  • Account login and lockouts.
  • Account creation and tracking.
  • RST creation and tracking.
  • PIV tracking and coordination and moves (password enforcement).
• Process separations that come into the Service Desk and set reminders for Accounts Management and validate all accounts are properly disabled.
• Administer PIV enforcement moves.
• Request Fulfillment Approvals and seek out approvals on all requests.
• Security Center (SSC) walk-up counter support, as needed if/when onsite.
• Accounts Management duties to include, but not limited to:
  • PTOnet creation/modification/deletion.
  • Fob creations and deletions.
  • Active Directory Mailbox/Distribution/Security Group access, etc.

• RSA Soft Token (RST) troubleshooting support and customer incident assistance.
• Patent Examiner Onboarding Clinic support assistance with RSA Soft Token support and troubleshooting.
• Special projects (e.g., FOB refreshes) and assist with inbound Service Desk calls if previously trained.

Basic Qualifications:

• As a requirement of this position, all candidates must be either a U.S. Citizen or have official legal status in the United States and must have continually resided in the United States for the last two years. In accordance with 8 U.S.C. 1324b(a)(2)(C), Epsilon will not consider candidates for this position who do not meet the aforementioned conditions.
• Two (2) or more years of experience in a Call Center/Help Desk environment.
• Direct experience with Active Directory; Service Now or other ticketing systems; and managing data on Excel spreadsheets.
• Analytical and troubleshooting experience.
• Experience working in a team-oriented, collaborative environment.
• Ability to understand and speak English fluently
• Exceptional customer service and interpersonal skills.
• Keen attention to detail.
• Accounts Management experience preferred.

Other Requirements:

• Must be able to pass federal background investigation and obtain a Public Trust.
• Must be physically located within two hours of the Alexandria, VA campus.

Physical Demands and Working Conditions:
Listed below are the physical or mental requirements necessary for the job's performance. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions:

• Prolonged periods of computer desk work.
• Dexterity of hands and fingers to operate a computer keyboard and other computer components.
• Speaking and hearing are sufficient to converse and understand conversations, both in-person, telephone, and virtual meetings.
• The cognitive skills needed to complete tasks, including abilities such as learning, remembering, focusing, categorizing, and integrating information for decision-making, problem-solving, and comprehending.
• Ability to learn new tasks, remember processes, maintain focus, complete tasks independently, make timely decisions in the context of a workflow, and the ability to communicate with managers and co-workers.
• Mental aptitude to respond appropriately in high-pressure situations or deadline-driven environments.
• Maintain a professional emotional response when working with others.