Service Desk Agent I

<h2>Overview</h2> <p>Now Hiring at AMERICAN SYSTEMS</p> <p>&nbsp;</p> <p>Epsilon, Inc. has joined AMERICAN SYSTEMS! As one organization, we offer expanded resources, streamlined operations, and increased opportunities for growth and development.&nbsp;</p> <p>&nbsp;</p> <p>Join us to be part of a dynamic, collaborative environment dedicated to innovation and customer success.&nbsp;</p> <h2>Responsibilities</h2> <p><strong>An Average Day</strong>: As a Service Desk Agent I you will serve as the initial point of contact for end users, providing tier I support for IT services and custom developed and corporate applications.</p> <ul> <li>Provide first-line support for customer inquiries, handling call center requests and troubleshooting issues.</li> <li>Manage hardware and software support for VTC systems, desktops, printers, and peripherals.</li> <li>Escalate unresolved technical issues and dispatch trouble tickets to regional IT teams.</li> <li>Track and report on customer responses and resolutions to tickets, ensuring follow-up.</li> <li>Maintain IT equipment loaner pools, ensuring availability and readiness.</li> <li>Support remote access, VPN, WebEx, and RSA token distribution for secure connectivity.</li> <li>Handle account management, including creation, modification, and password/PIN resets.</li> <li>Communicate IT activities, planned outages, and service updates to users.</li> <li>Assist with onboarding and offboarding tasks, ensuring smooth transitions.</li> <li>Utilize ITSM systems for support and configuration management, providing user training as needed.</li> </ul> <h2>Qualifications</h2> <ul> <li>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).</li> <li>Must be able to pass federal background investigation and obtain a Public Trust.</li> <li>Working knowledge of customer service and technology support to users.</li> <li>Experience with call center support applications such as Service-Now.</li> <li>Knowledge of telephone support for user devices and application software: <ul> <li>MS Office</li> <li>Microsoft OS Windows</li> <li>Basic networking skills</li> <li>Desktop/laptop hardware</li> <li>Web and video conference setup, operations, and recordings</li> <li>Laptop setup and configuration for meeting setup</li> <li>Virtual Private Networks (VPN)</li> <li>Hardware deployment and troubleshooting</li> <li>Mobile device setup/configuration knowledge</li> </ul></li> <li>Ability to distinguish between application and system problems.</li> <li>Ability to resolve, recreate, troubleshoot, and escalate problems as needed.</li> <li>Ability to relate to users on a professional level; provide excellent customer service.</li> <li>Experience in analyzing problems, gathering information, and recognizing solutions.</li> <li>Must be able to: <ul> <li>Lift up to 25 lbs.</li> <li>Bend, stretch, squat, kneel, to move equipment, set up workstations (projectors, TV screens, computers, servers, routers, printers, tools, etc.).</li> </ul></li> <li>This position may require the ability to operate a government vehicle. The incumbent must be at least 18 years of age, able to obtain and maintain Defensive Drivers certification, and have a valid state driver’s license.</li> <li>Must be able to present acceptable identification for customer badging and site access, such as a REAL ID compliant driver license, U.S. Passport, or other approved document from the GSA Required Identification List.</li> </ul> <h2>Pay Transparency Statement</h2>AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $21.35/Hr. - USD $34/Hr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance. <h2>EEO Statement</h2>EEO Race/Sex/Disability Status/Veteran Status