About the position
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. 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. As a Deskside Technician I, you will be responsible for installing/configuring Windows 10 operating system and other standard business applications on laptops and desktops for new end-users. You will also provide support for the deskside incident management process and routine installation of IT computer and telephone equipment. Additionally, 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. You will 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. You will also support the maintenance of local area network (LAN) and wide area network (WAN) components, and provide on-site support for delivery of new systems, ensuring prompt and professional resolution of end-user incidents and problems.
Responsibilities
- Install and configure Windows 10 operating system and other standard business applications on laptops and desktops for new end-users.
- Provide support for the deskside incident management process and routine installation of IT computer and telephone equipment.
- Repair, maintain, and resolve technical problems with deskside IT equipment, including laptops, desktops, telephones, printers, scanners, and other peripheral equipment.
- Troubleshoot and resolve assigned trouble tickets, including incident and deployment tickets, providing timely updates in the ticketing system.
- 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.
- 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; execute asset control procedures to excess the refreshed target system.
- Set up and test replacement workstations confirming customer satisfaction.
- Load above-baseline software and perform quality control steps to ensure the systems have the required configuration and software.
Requirements
- Must be a U.S. Citizen or have lawful permanent residence in the United States.
- 1-2 years recent experience as a Deskside Technician or similar position.
- Experience with imaging Windows devices and installation/configuration of Windows 10 devices.
- Proficient in MS Office 365 troubleshooting, Active Directory, Help Desk Ticketing Systems, and VPN Troubleshooting.
- Hands-on experience with Dell and/or HP laptop hardware and software.
- Outstanding diagnostic, problem-solving, and analytical skills.
- Excellent customer service skills and exceptional oral and written communication.
- Excellent time management skills.
Nice-to-haves
- Experience with network printer maintenance and supply distribution.
- Familiarity with asset control procedures and inventory management.
Benefits
- 401(k)
- 401(k) matching
- Paid time off
- Professional development assistance
