Help Desk Technician

Required Clearance: Must be able to pass federal background investigation and obtain a Public Trust
Location: El Paso, TX

Position Summary: The Help Desk Technician shall be responsible for installing/configuring Windows 10 operating system and other standard business applications on laptops and desktops for new end-users. The technicians will also provide support for the deskside incident management process and routine installation of IT computer and telephone equipment.

Position Responsibilities:

• 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 (ie, 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.
• Local travel may be required.

Essential Skills, Experience, and Certifications:

• 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.
• 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 Client 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

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 component .
• 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 Benefits:
Medical, Dental, Vision Plan
ADandD and Life Insurance
Paid Federal Holidays
Paid Time Off
401(k) Retirement Plan
Education reimbursement
Referral Bonuses
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 or by email .