Technical Support Specialist I

2 weeks ago

Greenville, South Carolina, United States Epsilon Full time

Technical Support Specialist I

About Epsilon:

Epsilon is a prominent IT Services organization established in 2009, recognized for its leadership in delivering Information Technology solutions to both Federal Government and Commercial sectors throughout the United States. Our innovative and solution-oriented approach aligns technology systems, tools, and processes with the strategic goals of our clients.

Headquartered in Weaverville, NC, with additional offices in various locations, Epsilon employs a diverse workforce across more than 30 states nationwide.

Why Choose Epsilon:

Joining Epsilon offers the chance to actively participate in our business and customer initiatives while shaping our brand culture through meaningful interactions and technological advancements. We prioritize our employees by providing competitive compensation, opportunities for internal advancement, and an annual allocation of $1,500 for Professional Development.

Work Environment:

This position offers a hybrid work model, allowing you to work from our corporate location as well as remotely, depending on business requirements.

Customer Commitment:

Epsilon is dedicated to delivering professional and efficient technical support and account management for all personnel, ensuring exceptional customer service. Our team consists of Service Desk, Enterprise Request Fulfillment, Major Incident monitoring, and Advanced Problem Resolution technicians. Service Desk Agents serve as the primary contact for resolving technical issues via phone, email, or chat, while escalated requests are handled by our specialized teams.

Typical Responsibilities:

As a Technical Support Specialist I, your role will involve performing Tier I and Tier II IT help desk functions through various communication channels. You will support personnel in fulfilling their mission by working with proprietary software and systems. Key responsibilities include:

  • Diagnosing and resolving network hardware, software, and communication issues using diagnostic tools and troubleshooting techniques.
  • Creating and managing service desk tickets using ticketing systems, ensuring proper escalation and resolution.
  • Maintaining and troubleshooting business applications, including remote software installation and redeployment.
  • Installing and supporting various software products as directed.
  • Providing technical assistance via phone and email.
  • Implementing solutions tailored to client needs, ensuring all hardware and software functions correctly.
  • Troubleshooting client computer equipment and recovering lost data when feasible.
  • Ensuring customer satisfaction and addressing their needs effectively.
  • Utilizing standard operational procedures to assist customers and collaborating with team members to maintain documentation.
  • Escalating process and policy issues as necessary.

Essential Qualifications:

  • All candidates must be U.S. Citizens or possess legal status in the United States, having resided in the country for the past two years.
  • An Associate degree or higher in information technology or a related field, or a high school diploma with relevant certifications and experience.
  • A minimum of one year of experience in information technology.
  • Availability for flexible shifts, with operational hours spanning weekdays and weekends.
  • Technical knowledge of current network hardware, protocols, and standards.
  • Experience in application support.
  • Familiarity with data privacy practices and regulations.
  • Strong troubleshooting abilities.
  • Proficiency in Microsoft Office Suite and database management.
  • Exceptional customer service and communication skills, with the ability to interact effectively with users in high-pressure situations.
  • Highly organized, detail-oriented, and capable of managing multiple priorities.
  • Experience in a collaborative, team-oriented environment.

Additional Requirements:

  • Must successfully pass a federal background investigation and obtain a Public Trust clearance.

Epsilon is committed to fostering a diverse workplace and is proud to be an equal opportunity employer. All qualified applicants 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.

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