Technical Support Specialist

12 hours ago

Arlington, Virginia, United States Epsilon Full time
Job Summary:

We are seeking a skilled Technical Support Specialist to join our team at Epsilon. As a key member of our IT department, you will provide on-site technical support to end users in a large enterprise environment. Your primary responsibility will be to resolve hardware and software issues directly at the user's workstation, ensuring timely solutions to IT incidents and service requests.

Key Responsibilities:

Provide on-site technical support to end users, addressing hardware and software issues at user workstations.
Troubleshoot desktop/laptop hardware, operating systems (Windows, macOS), and applications (Microsoft Office, collaboration tools).
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.
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.

Requirements:

1-2 years of experience in a deskside or technical support role with an interest in growing technical expertise.
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.
Knowledge of ITIL best practices is a plus.
Relevant certifications (e.g., CompTIA A+, HDI) are desirable but not required.

Additional Requirements:

Must have an active Top Secret with SCI eligibility.
Will be subject to a federal background investigation.

Physical Demands and Working Conditions:

This role requires physical mobility, frequent movement between user workstations, ability to stand or kneel for periods of time, and lift or move equipment with assistance. Prolonged periods of computer desk work. Dexterity of hands and fingers to operate a computer keyboard and other computer components. Speaking and hearing are 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.

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