Help Desk Technician I – Manassas, VA

Help Desk 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 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 Technician I, you will be responsible for providing front-line technical support to end users within a large enterprise environment. This position ensures timely resolution of IT incidents and service requests and contributes to high levels of customer satisfaction. The technician will manage incoming inquiries via phone, email, or ticketing system and will document all interactions in the help desk ticketing system. This role involves troubleshooting common hardware and software issues, assisting with user account management, and collaborating with other IT teams for escalated support. The Help Desk Technician will also participate in training and knowledge-sharing initiatives, helping to foster a culture of continuous improvement within the team while supporting federal contract objectives. Additionally, in this position you will:

Provide first-level technical support for hardware and software issues, responding to user inquiries via phone, email, or ticketing system.

Document and track incidents and requests in the help desk ticketing system, ensuring accurate and timely updates.

Troubleshoot and resolve common IT problems related to operating systems (Windows, macOS, Linux) and applications (Microsoft Office, collaboration tools).

Assist users with account setups, password resets, and access requests, ensuring compliance with security protocols.

Collaborate with the Help Desk Lead and other IT teams to escalate complex issues and seek guidance on problem resolution.

Participate in regular training sessions to enhance technical skills and product knowledge.

Contribute to the development of knowledge base articles and documentation to improve team efficiency and user self-service.

Maintain inventory of hardware and software assets, ensuring accurate records and proper asset management.

Support the onboarding process for new employees by assisting with IT setup and orientation.

Adhere to service level agreements (SLAs) and performance metrics set by the Help Desk Lead to ensure quality service delivery.

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.

1-2 years of experience in a help desk or technical support role, with a strong desire to learn and grow in the field.

Basic knowledge of help desk ticketing systems and remote support tools.

Strong problem-solving skills and the ability to remain calm under pressure in a fast-paced environment.

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

Familiarity with ITIL best practices and service management frameworks is a plus.

Proficiency with common operating systems (Windows, macOS) and applications (Microsoft Office).

Demonstrated ability to work collaboratively in a team environment.

Willingness to learn new technologies and take on new challenges.

Relevant certifications (e.g., CompTIA A, HDI) are a plus but not required.

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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