Deskside Administrator I

Overview

Now Hiring at AMERICAN SYSTEMS

Epsilon, Inc. has joined AMERICAN SYSTEMS! As one organization, we offer expanded resources, streamlined operations, and increased opportunities for growth and development.

Join us to be part of a dynamic, collaborative environment dedicated to innovation and customer success.

Responsibilities

An average day:As Deskside Administrator I, you will be responsible for providing on-site technical support to end users in a large enterprise environment. This role focuses on resolving hardware and software issues directly at the user's workstation and ensuring timely solutions to IT incidents and service requests. You will manage face-to-face interactions, documenting all activities in the IT ticketing system. This position involves troubleshooting desktop computers, laptops, peripherals, and software, as well as assisting with user account management, imaging devices, and collaborating with other IT teams for escalations. The Deskside Administrator will support end-user training, contributing to continuous improvement while meeting federal contract objectives. Additionally, in this position you will:

• Provide on-site technical support, addressing hardware and software issues at user workstations.
• Troubleshoot desktop/laptop hardware, operating systems (Windows, macOS), and applications (Microsoft Office, collaboration tools).
• Utilize workstation and domain administration accounts to assist with the installation, configuration, and maintenance of IT equipment (monitors, printers, peripherals).
• Perform imaging of devices, including desktops and laptops, ensuring proper configuration and deployment.
• Document and track incidents and requests in the ticketing system, ensuring accurate and timely updates.
• Utilize administration accounts to assist users with account setups, password resets, and access management, adhering to security protocols.
• Collaborate with IT teams and escalate complex issues as needed for timely resolution.
• Participate in training and knowledge-sharing sessions to stay current on technologies and improve support skills.
• Maintain accurate records of hardware inventory, ensuring proper asset management.
• Assist with IT setup and orientation for new employees, ensuring they are properly equipped and onboarded.
• Ensure service delivery adheres to established service level agreements (SLAs) and performance metrics.
• Perform routine audits and inspections of COMSEC and classified materials assets to maintain security standards.
• Participate in the distribution and destruction of classified materials per Government defined policy.

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), we will not consider candidates for this position who do not meet the aforementioned conditions.
• Must have an active Secret clearance with the ability to obtain a Top Secret with SCI eligibility or have an active Top Secret with SCI eligibility. (This is a federal contract position and requires candidates to obtain and maintain the appropriate level of Security Clearance or Public Trust. Adjudication of the required Security Clearance or Public Trust is determined solely by the government. If the government determines that the candidate cannot obtain and/or maintain the appropriate level of Security Clearance or Public Trust, Epsilon will be unable to place the candidate in this position.)
• Will be subject to a federal background investigation
• 1-2 years of experience in a deskside or technical support role with an interest in growing technical expertise.
• Must hold a current 8570/8140 IAT Level II Certification (CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, SSCP)
• Strong problem-solving skills and the ability to provide hands-on support under pressure.
• Proficient in troubleshooting hardware issues (desktops, laptops, printers, peripherals) and software problems.
• Good verbal and written communication skills, with a strong focus on delivering excellent customer service.
• Familiarity with IT service management tools and remote support technologies.
• Experience working in a team environment, with a willingness to learn and adapt.

Pay Transparency Statement

AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $40.00/Hr. - USD $47.00/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.

EEO Statement

EEO Race/Sex/Disability Status/Veteran Status