• Provide support for resolving customer problems with their deskside IT equipment, including laptops, desktops, telephones, printers, and scanners.
• Provide support for break/fix and routine replacement of equipment, maintain electronic inventory, surplus inventory, and ensure replacement equipment performs as required.
• 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.

• Receipt of trouble tickets through the KISAM system.
• Execution of problem determination and resolution.
• Provide timely updates in the KISAM system that is informative of the work performed on the assigned ticket.
• Perform loading of above-baseline software and perform quality control steps to ensure the systems have the required configuration and software.
• Perform peripheral repairs and maintenance.
• Provide informal customer instruction and confirm customer satisfaction.
• Correction of discrepancies identified, and root cause analysis to prevent future discrepancies.
• Relocation of computer equipment.

• 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 routine schedule.
• Receipt/asset control of systems for deployment.
• Execution of pre-capture checklist required to assure success of the Altiris.
• Deployment Solution capture activity.
• Perform loading of above-baseline software and perform quality control steps to ensure the systems have the required configuration and software.
• Set up replacement workstation at user location.
• Test and confirm customer satisfaction.
• Correction of discrepancies identified, and root cause analysis to prevent future discrepancies.
• Provide timely updates in the KISAM system that is informative of the work performed on the assigned ticket.
• Remove and execute asset control procedures to excess the refreshed target system.

• As a requirement of this position, all candidates must be either a U.S. Citizen or have official legal status 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 Help desk technician or similar position.
• Experience with installation/configuration of Windows 10 devices is beneficial
• Experience imaging laptops or desktops is desired
• Outstanding diagnostic, problem-solving and analytical skills
• Good communication skills
• Experience working with Ticketing Systems ideal
• Hands-on experience with common software and hardware
• Excellent Customer Service skills
• Exceptional oral and written communication
• Excellent Time Management skills
• Proactively develops and maintains strong knowledge of information systems and their related components, and makes recommendations to improve the reliability, scalability, performance, or security of these systems as appropriate. Leverages technology to automate manual tasks and seeks to improve efficiency wherever practicable and appropriate. Makes recommendations for process improvements.
• Receives goals and overall objectives from Management and assists in establishing and implementing the methods to attain them.

Physical and Mental Job Requirements:
Listed below are the physical or mental requirements necessary in 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 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.

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 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 .