Deskside Technician II - Lanham, MD - Epsilon Inc.

Deskside 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:
You will be working onsite at the Internal Revenue Service’s Lanham, MD location.

Our Customer’s Mission:
Epsilon is partnered with the IRS to assist them with their increased technical support needs as they undergo a nationwide hiring surge. Epsilon’s team members work in tandem with the local IRS technical personnel to provide deskside and network support services to new and current IRS employees.

An average day:
As Deskside Technician II, you will be responsible for installing/configuring Windows 10/11 operating system and other standard business applications on laptops and desktops for new end-users. This position will also provide support for the deskside incident management process and routine installation of IT computer and telephone equipment. In this position you will:

• Provide support including repairs, maintenance, and resolution of technical problems with deskside IT equipment, including laptops, desktops, telephones, printers, scanners, and other peripheral equipment.
• Provide support for break/fix and routine replacement of equipment, maintain electronic inventory, surplus inventory, and ensure replacement equipment performs as required.
• Troubleshoot and resolve assigned trouble tickets, including incident and deployment tickets, providing timely updates in the ticketing system that is informative of the work performed. Also provide correction of discrepancies identified and root cause analysis to prevent future discrepancies.
• Distribute peripheral IT equipment supplies (i.e., network printer toner, etc.)
• Support the maintenance of local area network (LAN) and wide area network (WAN) components.
• Provide on-site support for delivery of new systems, and supplemental support as needed for remote delivery, and provide prompt and professional resolution of end-user incidents and problems.
• Responsible for laptop and desktop computer refreshes and furnishing end-users with new equipment on a routine schedule.
• Participate in receipt/asset control of systems for deployment; Remove and execute asset control procedures to excess the refreshed target system.
• Assist government personnel with shipment preparation of retired equipment inventory such as laptops, desktops, printers, and other end user electronic devices.
• Pack and ship inventory based on the Electronic Request Fulfilment Tickets
• Set up and test replacement workstations confirming customer satisfaction.
• Load of above-baseline software and perform quality control steps to ensure the systems have the required configuration and software.
• Provide Informal customer instruction as needed.
   

Basic Qualifications:

• As a requirement of this position, all candidates must be either a U.S. Citizen or have lawful permanent residence in the United States. 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, no less than, 4 years’ experience as a Deskside Technician or similar position.
• Must have experience with the following: imaging Windows devices; installation and configuration of Windows 10 devices; software installation and updates; MS Office 365 troubleshooting; Active Directory; Help Desk Ticketing Systems (ServiceNow); VPN Troubleshooting; Dell and/or HP laptop hardware and software.
• May require one or more of the following certifications: A+ CE, CCNA Security, Network CE, or other 8570 or like certifications.
• Computer and Printer Support skills to sanitize equipment
• Experience in all Microsoft Office Products such as (Word, Excel, etc.)
• Inventory Management skills including use of various barcode scanner devices and experience managing inventory updates and orders in Excel Spreadsheet.
• Experience with Cisco IP phones (setup, configuration) preferred
• Outstanding diagnostic, problem-solving and analytical skills
• Hands-on experience with other common software and hardware
• Excellent customer service skills
• Exceptional oral and written communication
• Excellent time management skills

 
Other Requirements:

• Must be able to pass federal background investigation and obtain a Public Trust
• Local/regional travel may be required.

 
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 50 lbs.
• Bend, stretch, squat, kneel, to move equipment, set up workstations (projectors, TV screens, computers, servers, routers, printers, tools, etc.).
• Maintain and update servers by updating internal hardware.
• Move, rack and stack servers, switches, or routers.