Help Desk Lead – Manassas, VA

Help Desk Lead

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.

An average day:

As Help Desk Lead, you will be responsible for providing expert-level technical guidance and hands-on support within a large enterprise environment. This role focuses on troubleshooting complex issues, maintaining service quality, and ensuring help desk operations run smoothly. You will collaborate closely with other IT teams to address escalations, resolve incidents, and continuously improve service delivery. This position is critical in supporting federal contract objectives and requires deep technical expertise in help desk operations. Additionally, in this position you will:

Serve as the primary technical resource for the help desk team, providing advanced troubleshooting and issue resolution.

Coordinate and manage help desk scheduling to ensure consistent coverage and timely support for IT incidents, optimizing resource allocation based on workload demands.

Assist in identifying and addressing employee performance issues by providing guidance, feedback, and technical support to improve their effectiveness in resolving help desk tickets and meeting service level expectations.

Monitor help desk ticketing system and ensure adherence to service level agreements (SLAs) and performance metrics.

Develop and maintain comprehensive help desk documentation, including knowledge base articles, troubleshooting guides, and operational procedures.

Collaborate with IT teams to resolve complex technical issues and ensure seamless service delivery across the organization.

Identify trends in incident patterns and implement proactive solutions to minimize recurring issues.

Provide mentorship and technical guidance to help desk technicians to enhance their troubleshooting capabilities and knowledge.

Support onboarding and training of new help desk team members by sharing technical insights and best practices.

Act as an escalation point for critical issues, communicating status updates to stakeholders and ensuring timely resolution.

Participate in continuous improvement initiatives aimed at optimizing help desk processes and service delivery.

Ensure proper usage of help desk tools and platforms, suggesting enhancements where necessary.

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.

5 years of experience in a help desk or technical support role

Advanced expertise in help desk ticketing systems and remote support tools.

Excellent problem-solving skills and the ability to work under pressure in a fast-paced environment.

Exceptional verbal and written communication skills, with a focus on customer service.

Familiarity with ITIL best practices and service management frameworks.

Proficiency with common operating systems (Windows, macOS, Linux), applications (Microsoft Office, collaboration tools), and networking concepts (TCP/IP, VPNs).

Strong organizational skills with the ability to prioritize tasks effectively, ensuring timely resolution of customer issues.

Experience in a federal contracting environment is highly desirable.

Relevant certifications (e.g., CompTIA A, ITIL, HDI) are a plus.

Other Requirements:

Must 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 jobs 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.

Connect directly with your dedicated recruiter, Jessica, 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/2023-06/22-088EEOCKnowYourRights6.12ScreenRdr.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 careers@epsilon-inc.com .

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