APR Technical Lead

Full Time/Contract
Location: Alexandria, VA
Flexibility: 80% Remote

APR Technical Lead

Who is Epsilon:
Epsilon is an IT Services company that was founded in 2009 and has become an established leader in providing Information Technology services to both Federal Government and Commercial businesses across the United States. Epsilon is known for its solution-focused and innovative approach, aligning technology systems, tools, and processes with the missions and objectives of its customers.

Epsilon’s headquarters are in Weaverville, NC with other corporate offices in Greenville, SC, Crystal City, VA, and Denver, CO. We have employees in 30+ States across the U.S.

Why work for Epsilon:
In joining Epsilon’s team, you will have the opportunity to contribute to Epsilon’s business and customer initiatives, as well as influence our brand culture through people interaction and technology advancements.

Epsilon invests in our employees by promoting from within and enabling employees to elevate their knowledge and skill set in their profession by allocating $3,000 annually in Professional Development funds.  We also offer competitive pay, comprehensive benefits through one of the largest national carriers, Paid Time Off (PTO) that increases with tenure and has a generous rollover, 11 company paid Holidays, and 401(k) with immediate contribution.
Where you’ll work:
This hybrid remote opportunity allows you the flexibility to work from home and onsite at the USPTO’s Alexandria, VA location.

Our Customer’s Mission:
Epsilon provides professional and efficient technical support and account management activities for all US Patent and Trademark Office (USPTO) personnel while also providing world class customer service. The Epsilon team is comprised of Service Desk (SD), Enterprise Request Fulfillment/Account Management (ERF), Major Incident monitoring (MI), and Advanced Problem Resolution (APR) technicians. Our Service Desk Agents are the initial point of contact (phone, email or chat) to remedy technical issues, while the APR Team receives escalated tickets, executive support requests, and tier 2 requests. Our ERF team is tasked with account/access management for end users and our MI Team monitors and reports issues affecting enterprise services for USPTO.
An average day:
As the APR Team’s Technical Lead, your primary responsibility is to be a technical resource to each area of support within the team and responding to government inquiries.  This includes Executive Support, TWAH Support, Enterprise-Wide Support, VPN Support, LAR Support, Storage Backup, Mobile Device Support and Knowledge Management. In this position you will:

  • Be responsible for producing reports that measure the metrics and quality of the work performed by APR Team members.
  • Analyze key performance metrics to ensure all team members are performing at a high level.
  • Lead special projects, delegate and acquire buy-in from participating teammates.
  • Manage project teams and provides technical expertise and support to those teams.
  • Mentor colleagues and train of new hires as a key component of the technical lead’s job.
  • Act as a technical liaison between executives, developers and other IT departments
  • Be an independent thinker who offers insights in order to improve processes and procedures.
  • Maintain technical edge so they can be assigned to urgent requests for service and to assume duties of any team member as required.
  • Be willing to take on new responsibilities to meet changing business demands
Basic Qualifications:
  • As a requirement of this position, all candidates must be either a U.S. Citizen or have official legal status in the United States and must have continually resided in the United States for the last two years. In accordance with 8 U.S.C. 1324b(a)(2)(C), Epsilon will not consider candidates for this position who do not meet the aforementioned conditions.
  • Bachelor’s degree required.  Advanced training in a computer-related field. Prior work experience may be considered in comparison.
  • One or more of the following certifications are Required:
    • CompTIA A+ CE, Network+ CE, or Security+ CE
    • Microsoft (MCSE/MCSA/MCP or equivalent) or Microsoft Windows 10 Certifications
    • CCNA
    • Other Higher technical certifications may be considered.
  • Proven ability to research complex technical problems using available resources.
  • Troubleshooting experience with the following applications:  Microsoft Windows 7, 8 & 10, Microsoft Office Suite 2010, 2013, 2016, and 2019, Active Directory, Java, Internet Explorer, Dragon, Jaws, Magic, Safeboot, ServiceNow, AnyConnect, RSA, Soho Routers, Commvault, Symantec Anti-Virus and SASE
  • Ability to empathize with the customer while maintaining focus on resolving the problem quickly.
  • Attention to detail is critical when documenting work performed on tickets.
  • A history of meeting deadlines, exceeding expectations, pleasing our customers, and troubleshooting the technical problems of our customers in an effective and efficient manner
  • Strong written and verbal communication skills
  • Experience providing management reports which measure group and individual performance.
  • Developed expertise necessary to resolve VPN connectivity challenges.
  • Knowledgeable in how to configure and troubleshoot IPADs and Blackberries
Preferred Qualifications:
  • ITIL V3 Foundation Certification
  • 7+ years of uninterrupted experience in an IT Environment or enterprise environment with 6,000+ user base
  • Experience using DOS commands for refreshing group policy, flushing DNS, and troubleshooting LAN and WAN connectivity problems.
  • Experience providing analysis and recommendations for information technology requirements.
  • 7+ years of configuration, advanced troubleshooting, and practical hands-on experience with the following: Microsoft Windows 10, Office 2016/2019, Microsoft Teams, Network/Local Printers, Operating System and Browser Plugins, SCCM, COTS, PTO Applications, Local & Network Permissions, VPN and Network connectivity, SMP, Skype, AnyConnect, and Cisco UC integration for Microsoft Link
  • Prior work experience that involves supporting high-level executive customers
  • APR Team experience which shows consistent superior performance
  • Familiarity with USPTO OCIO policies and procedures
  • Understanding of the proprietary applications we support at the USPTO.
  • BlackBerry BES 10 and BES12 administrative experience
  • Enterprise environment experience troubleshooting and configuring BlackBerry, Android and Apple products.
  • Experience providing analysis and recommendations for management
Other Requirements:
  • Will be subject to a Federal Government Background Investigation
  • Performs other duties as directed by program management.
   Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications 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. EEO/AA: Minorities/Females/Disabled/Vets.

Please click here to review your rights under EEO policy.

If you are an individual with a disability and need special assistance or reasonable accommodation in applying for employment with Epsilon, Inc., please contact our Recruiting department by phone 828-398-5414 or by email careers@epsilon-inc.com.

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