Help Desk Technician I

<h2>Overview</h2> <p><strong>Now Hiring at AMERICAN SYSTEMS</strong></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 Help Desk Technician I, you will create and troubleshoot tickets and provide in-person, over-the-phone, and remote technical support. This role offers a diverse mixture of resolving technical issues and customer interactions. Additionally in this position you will:</p> <ul> <li>Log all help desk requests, generate trouble tickets, record resolution actions and time, and provide status to the Government.</li> <li>Create, modify, maintain, delete, and troubleshoot Active Directory client accounts and systems.</li> <li>Troubleshoot and resolve user/client standard end user devices application and configuration problems via telephone assistance call, remote control, and at user locations, including but not limited to operating systems.</li> <li>Maintain and support end user device operating systems and application software.</li> <li>Apply configuration changes, service packs, patches, updates, and security fixes and virus definition to end user devices.</li> <li>Troubleshoot and resolve user issues with cloud-based services such as Google Workspace or Microsoft Office365.</li> <li>Perform troubleshooting to resolve software baseline applications and E-Mail problems.</li> <li>Coordinate standard system image configuration changes with the SCCM Image Team.</li> <li>Install, configure, and maintain authorized client applications and software baselines on end user devices.</li> <li>Perform minor hardware repair and replacements on government authorized computer systems.</li> <li>Create/update documentation for technical processes.</li> <li>Assist with installing/testing of system software or hardware configurations and coordinate the documentation of all hardware and software changes.</li> <li>Use the Enterprise Service Desk system to create, modify, update, and resolve customer support requests.</li> <li>Assist in the preparation of technical documentation and configuration of change requests.</li> <li>May assist with MCU content management responsibilities 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&nbsp; 8 U.S.C. 1324b(a)(2)(C) , we will not consider candidates for this position who do not meet the aforementioned conditions.</li> <li>Must hold active DOD Interim Secret or Secret Clearance</li> <li>Must have 1 year of demonstrated help desk, desk side or similar&nbsp;technical support experience.</li> <li>DOD 8570 IAT Level II certification compliance is required at hire (Such as CompTIA Security+ CE, with enrollment in the Continuing Education (CE) program).</li> <li>Experience with Microsoft Office Outlook, Excel, and Word</li> <li>Experience with ticketing systems like Remedy, ServiceNow, Connectwise, Jira, Etc.</li> <li>Experience with Active Directory, Windows devices and Windows Operating Systems (OS)</li> <li>Excellent interpersonal and communication skills (written and oral).</li> <li>Strong team player; self-assured, confident, and goal oriented.</li> <li>Ability to organize and manage multiple priorities and delegate effectively.</li> <li>Ability to solve problems and translate policies into daily routine operations.</li> <li>Keen attention to detail.</li> <li>Weekend or after-hours support may be required on occasion.</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 $23.00/Hr. - USD $26/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