Desktop Support Specialist - Bismark, ND


Full Time/Contract
Location: Bismarck, ND
Flexibility: 100% Onsite

Desktop Support Specialist  
Security Clearance required: Must be able to pass a federal background investigation and obtain a Public Trust
Location: Bismarck, ND
 
Position Summary : Provide proactive desktop support for users of desktop/laptop PCs, Video Teleconference (VTC), and ensure that all licensing and regulatory requirements are compliant.
 
Position Responsibilities:
Support activities include but not limited to:
  • Providing desktop support to users for desktop/laptop, tablets, PCs, mobile devices connecting to systems, and printers.
  • Ensuring that computers comply with licensing, regulatory, and security requirements.
  • Ensuring that IT support tickets are up to date by ensuring all tickets are documented with no incomplete information
  • Providing technical support to the IT Call Center on technical desktop, laptop, tablets, mobile devices, printers, hardware, and software issues that cannot be resolved by IT Call Center Tier I support staff.
  • Performing installation and maintenance of desktop, laptop, tablet, mobile device software, and hardware in accordance with architectures, standards, procedures, and security plans.
  • Providing video teleconference (VTC) support, to include: scheduling conferences, setting up equipment, instructing in use of equipment, Tier I troubleshooting, patching of end point VTC units, and life cycle management of VTC end points.
  • Setup of audio/video conferencing systems and confirmation equipment is functioning at least thirty (30) minutes before scheduled conference, unless otherwise noted due to availability of room or equipment.
  • Provide in room support for senior manager / high profile VTC meetings throughout the duration of the call or as necessary to minimize impact of any technical difficulties.
  • Providing analysis of new desktop/laptop/tablets hardware and software requirements, recommending changes and upgrades, developing and testing deployment strategies, and communicating and coordinating deployments.
  • Coordinating with Mobile Device Manager to issue and distribute mobile devices.
  • Coordinating with the Mobile Device Manager to obtain mobile device equipment at time of offboarding or necessary replacement.
  • Developing and testing of automated software deployments and hardware/software inventories utilizing configuration manager software.
  • Performing hardening of desktops/laptops in accordance with established baselines, maintaining up-to-date patch levels, and supporting Cyber Security Specialists during response activities.
  • Performing the deployment of systems with current patches, software versions, and laptop/notebook encryption.
  • Providing market research for desktop/laptop/tablet hardware, software, and printer acquisitions based on documented technical requirements and specifications.
  • Maintaining and keeping current Maximo records of all desktop/laptop/mobile device hardware and software for all sites.
  • Performing installation and configuration of stand-alone and network printers
  • Providing updates and coordination on planning and procedural documents.
  • Providing support for audio/video conferencing in conference rooms to include setup and troubleshooting issues related to audio and video equipment (in regions).
  • Performing at minimum semi-annual site visits of manned substations to upgrade software, hardware and resolve computer related issues.
  • Provide tier 1 support as needed for Entrust related issues: Entrust password resets, troubleshooting, account setup. Work with Cyber Information Assurance team as needed for Entrust related support
  • Tier I requests to be resolved within two (2) hours of receiving notification
  • Setup of audio/video conferencing systems and confirmation equipment is functioning at least thirty (30) minutes before scheduled conference, unless otherwise noted due to availability of room or equipment.
  • Setup and delivery of new desktops and laptops within the agreed upon schedule.
  • Provide in room support for senior manager / high profile VTC meetings throughout the duration of the call or as necessary to minimize impact of any technical difficulties encountered.
  • Surplus IT software and hardware meets WAPA policy for media sanitization and disposal and is excessed 100% within ninety (90) days after being taken out of service.
     
Essential Skills, Experience, and Certifications:
  • 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), Epsilon will not consider candidates for this position who do not meet the aforementioned conditions.
  • Knowledge of current Microsoft Office and Microsoft OS Windows and future Microsoft Office and OS versions.
  • Knowledge of Active Directory, Exchange, LDAP, and audio/video conferencing systems.
  • Troubleshooting skill and remote user support.
  • Experience in analyzing problems, gathering information, and recognizing solutions.

Physical and Mental Job Requirements:

Listed below are the physical or mental requirements necessary in the job's performance. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions.

  • Prolonged periods of computer desk work.
  • Dexterity of hands and fingers to operate a computer keyboard, and other computer components.
  • Speaking and hearing 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.
 
Epsilon Benefits:
Medical, Dental, Vision Plan
AD&D and Life Insurance
Paid Federal Holidays
Paid Time Off
401(k) Retirement Plan
Education reimbursement
Referral Bonuses
 

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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