Service Desk Agent 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 WAPA’s Loveland, CO location.
Our Customer’s Mission :
The Western Area Power Administration (WAPA) is a federal agency under the United States Department of Energy (DOE) that manages and operates high-voltage electric transmission systems across 15 western states. WAPA's mission is to market and deliver reliable, cost-based, renewable power and transmission services to its customers, while also promoting energy efficiency and environmental sustainability. WAPA also manages and markets power from 56 federal hydroelectric power plants, which generate clean and renewable energy for 40 million customers.
Epsilon provides comprehensive and high-quality IT support to WAPA in the areas of; Software maintenance and development, Network, Database, and Operations Support/Management, Supervisory Control and Data Acquisition (SCADA), Cyber-Security, Solution Architecture, and Project Management.
An average day:
As Service Desk Agent I, you will serve as the initial point of contact for IT support requests and provide Tier I support for IT services as well as custom developed and corporate applications. In this position you will:
Provide first-line support for customer inquiries, handling call center requests and troubleshooting issues.
Manage hardware and software support for VTC systems, desktops, printers, and peripherals.
Escalate unresolved technical issues and dispatch trouble tickets to regional IT teams.
Track and report on customer responses and resolutions to tickets, ensuring follow-up.
Maintain IT equipment loaner pools, ensuring availability and readiness.
Support remote access, VPN, WebEx, and RSA token distribution for secure connectivity.
Handle account management, including creation, modification, and password/PIN resets.
Communicate IT activities, planned outages, and service updates to users.
Assist with onboarding and offboarding tasks, ensuring smooth transitions.
Utilize ITSM systems for support and configuration management, providing user training 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.
Working knowledge of customer service and technology support to users.
Experience with call center support applications such as Service-Now.
Knowledge of telephone support for user devices and application software:
MS Office
Microsoft OS Windows
Basic networking skills
Desktop/laptop hardware
Web and video conference setup, operations, and recordings
Laptop setup and configuration for meeting setup
Virtual Private Networks (VPN)
Hardware deployment and troubleshooting
Mobile device setup/configuration knowledge
Ability to distinguish between application and system problems.
Ability to resolve, recreate, troubleshoot, and escalate problems as needed.
Ability to relate to users on a professional level; provide excellent customer service.
Experience in analyzing problems, gathering information, and recognizing solutions.
Other:
Must be able to pass federal background investigation and obtain a Public Trust.
This position may require the ability to operate a government vehicle. The incumbent must be at least 18 years of age, able to obtain and maintain Defensive Drivers certification, and have a valid state driver’s license.
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.
Ability to lift up to 25 lbs.
Bend, stretch, squat, kneel, to move equipment, set up workstations (projectors, TV screens, computers, servers, routers, printers, tools, etc.).
Connect directly with your dedicated recruiter, Jeannine, 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: Minorities/Females/Disabled/Vets.
Please click here (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) 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 [email protected] .
We will be accepting applications through 12/6/2024.
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