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 work onsite in Crystal City, VA initially and then transition to onsite in Manassas, VA within the first year.

Our Customer’s Mission:
Team Epsilon has been chosen to deliver full-spectrum IT and Cyber Security support to a critical and enduring multinational organization within the United States Department of Defense. This DoD organization manages the resourcing, development and sustainment of one of our nation’s most coveted and capable platforms. Our role in this mission involves managing classified environments, supporting international partners and foreign military sales (FMS) clients, providing top-tier desk-side support, and offering adaptable enterprise infrastructure solutions. Our services, ranging from systems administration and network engineering to Information security and data center management, are essential to the mission's success, so we’re looking for team members who are committed to delivering excellence without compromise and who view customer service as a top priority.

An average day:
As Help Desk Technician I, you will be responsible for providing on-site technical support to end users in a large enterprise environment. This role focuses on resolving hardware and software issues and ensuring timely solutions to IT incidents and service requests. You will manage face-to-face interactions, documenting all activities in the IT ticketing system. This position involves troubleshooting desktop computers, laptops, peripherals, and software, as well as assisting with user account management, imaging devices, and collaborating with other IT teams for escalations. You will support end-user training, contributing to continuous improvement while meeting federal contract objectives. Additionally, in this position you will:

Troubleshoot desktop/laptop hardware, operating systems (Windows, macOS), and applications (Microsoft Office, collaboration tools).
Document and track incidents and requests in the ticketing system, ensuring accurate and timely updates.
Assist users via chat, email, and ticketing systems with login problems, password resets, and general troubleshooting while adhering to security protocols.
Collaborate with IT teams and escalate complex issues as needed for timely resolution.
Participate in training and knowledge-sharing sessions to stay current on technologies and improve support skills.
Maintain accurate records of hardware inventory, ensuring proper asset management.
Assist with IT setup and orientation for new employees, ensuring they are properly equipped and onboarded.
Ensure service delivery adheres to established service level agreements (SLAs) and performance metrics.

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.
1-2 years of experience in a help desk or technical support role with an interest in growing technical expertise.
Must hold a current 8570/8140 IAT Level II Certification (CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, SSCP)
Strong problem-solving skills and the ability to provide hands-on support under pressure.
Proficient in troubleshooting hardware issues (desktops, laptops, printers, peripherals) and software problems.
Good verbal and written communication skills, with a strong focus on delivering excellent customer service.
Familiarity with IT service management tools and remote support technologies.
Experience working in a team environment, with a willingness to learn and adapt.
Knowledge of ITIL best practices is a plus.
Relevant certifications (e.g., CompTIA A+, HDI) are desirable but not required.

Other Requirements:

Must have an active Secret clearance with the ability to obtain a Top Secret with SCI eligibility or have an active Top Secret with SCI eligibility.
Will be subject to a federal background investigation.

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:

Requires physical mobility, frequent movement between user workstations, ability to stand or kneel for periods of time, and lift or move equipment with assistance.
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.

Connect directly with your dedicated recruiter, Jon, on Epsilon’s careers page.
www.epsilon-inc.com/careers

Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. EEO/AA: Disabled/Vets.

Please click here to review your rights under EEO policy.

If you are an individual with a disability and need special assistance or reasonable accommodation in applying for employment with Epsilon, Inc., please contact our Recruiting department by phone 828-398-5414 or by email careers@epsilon-inc.com.

Epsilon Inc.

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