Help Desk Technician I

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:
You will be working onsite at the Marine Corp University’s Quantico, VA location.

Our Customer’s Mission:
The Marine Corps University (MCU) is a military education university of the United States Marine Corps. Hosted in a unified data center, MCU’s Information Technology services are delivered through a wired .edu network and domain, as well as a wireless “Bring Your Own Device” network. Epsilon provides Information Technology services for the MCU including network and systems, data center, service desk, cybersecurity, and audio visual/video teleconferencing.

An average day:
As Help Desk Technician I, you will create and troubleshoot tickets and provide in-person, over-the-phone, and remote technical support. This role offers a diverse mixture of resolving technical issues and customer interactions. In this position you will:

• Log all help desk requests, generate trouble tickets, record resolution actions and time, and provide status to the Government.
• Create, modify, maintain, delete, and troubleshoot Active Directory client accounts and systems.
• Troubleshoot and resolve user/client standard end user devices application and configuration problems via telephone assistance call, remote control, and at user locations, including but not limited to operating systems.
• Maintain and support end user device operating systems and application software.
• Apply configuration changes, service packs, patches, updates, and security fixes and virus definition to end user devices.
• Troubleshoot and resolve user issues with cloud-based services such as Google Workspace or Microsoft Office365.
• Perform troubleshooting to resolve software baseline applications and E-Mail problems.
• Coordinate standard system image configuration changes with the SCCM Image Team.
• Install, configure, and maintain authorized client applications and software baselines on end user devices.
• Perform minor hardware repair and replacements on government authorized computer systems.
• Create/update documentation for technical processes.
• Assist with installing/testing of system software or hardware configurations and coordinate the documentation of all hardware and software changes.
• Use the Enterprise Service Desk system to create, modify, update, and resolve customer support requests.
• Assist in the preparation of technical documentation and configuration of change requests.
• May assist with MCU content management responsibilities as needed.

Basic Qualifications:

• As a requirement of this position, all candidates must be a U.S. Citizen. 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.
• Must have 1 year of demonstrated help desk, desk side or similar technical support experience.
• DOD 8570 IAT Level II certification compliance is required at hire (Such as Comp TIA Security+ CE, with enrollment in the Continuing Education (CE) program).
• Experience with administration of either Google Apps for Government (GAFG) or Black Board desired; with regards to account creation/deactivation and Tier I support.
• Experience with Microsoft Office Outlook, Excel, and Word
• Experience with ticketing systems like Remedy, Service Now, Connectwise, Jira, Etc.
• Demonstrated leadership, excellent interpersonal and communication skills.
• Strong team player; self-assured, confident, and goal oriented.
• Ability to organize and manage multiple priorities and delegate effectively.
• Ability to solve problems and translate policies into daily routine operations.
• Excellent written and oral communication skills.
• Keen attention to detail.
• System Center Configuration Manager (SCCM) imaging experience preferred.
• Experience troubleshooting cloud-based services like M365 preferred.

Other:

• Must hold active DOD Interim Secret or Secret Clearance
• Weekend or after-hours support may be required on occasion.

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.