Deskside Technician I - Philadelphia, PA

Philadelphia, PA, United States

Deskside 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 Internal Revenue Service’s Philadelphia, PA 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 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, 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.

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, 1-2 years recent (within the last 3 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; MS Office 365 troubleshooting, Active Directory, Help Desk Ticketing Systems, VPN Troubleshooting, Dell and/or HP laptop hardware and software.

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 travel may be required.

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: 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] .

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