Executive Support Technician Mid (Level II)

Full Time
Location: Alexandria, VA
Flexibility: 60% Remote

Executive Support Technician Mid (Level II)

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 is a hybrid onsite/remote opportunity where you will report to the USPTO location in Alexandria, VA and have the flexibility to work from home based on business needs. 

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 an Executive Support Technician Mid, you will support the Executive Director and staff of the United States Patent and Trademark Office (USPTO). You must possess a high level of technical skills to troubleshoot and resolve complex issues independently. Professionalism and diplomacy are a must while working under pressure, supporting executive management and tech issues escalated from other teams. In this position you will:
  • Act as primary point of contact as tech support for Executive Management at USPTO. Duties include:
    • SharePoint Administration.
    • Content Author of public facing communications.
    • Administration of systems and programs under the office of the Executive Director.
    • Point of Contact for executive level onboardings.
    • Point of Contact for all video productions.
    • Set up and maintain all technical equipment.
  • Act as a technical liaison between executives and other IT departments.
  • Resolve tech issues escalated or reported via email, walkup, external groups, and SMP queues utilizing available knowledge and approved remediation tools.
  • Perform remote/desk-side tech support by applying advanced troubleshooting and resolution of enterprise-wide issues, identify specific root causes, and report on technical information.
  • Create and/or update knowledge-based articles to assist Tier1 support technicians.
  • Recommend improvement processes to prevent future escalations.
  • Configure and coordinate delivery of international travel equipment compliant with existing processes.
  • Assist with configuring laptops, mobile devices, projectors, and video conferences.
  • Support the Mobile Device Support department which includes assisting customers with purchasing, account activation, device configuration, and troubleshooting.
  • Participate in special project assignments and other assigned duties.
  • Model willingness and flexibility to provide coverage based on business needs.
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).
  • Bachelor’s degree in computer sciences (or related technical field).
  • Minimum of four (4) years of work experience in the computer field, with a minimum of two (2) years in a help-desk area, and two (2) years at a mid/senior level position, to include the following:
    • Two (2) years of troubleshooting and practical hands-on experience with the following: Microsoft Windows 10, Registry Editor, Computer Management, Command Prompts, Office 2019, Active Directory, Network/Local Printers, OS Services & Browser Plugins, Permissions, VPN and Networks.
    • Extensive knowledge of VPN connections, CISCO AnyConnect, SoHo routers and remote troubleshooting skills.
    • Active Microsoft MCSE/MCSA/MCP, Microsoft Windows 10 Certification, Network+, or equivalent certification or experience.
    • Experience with PIV cards, RSA and Secure ID FOBs.
    • Understanding of ITIL concepts and language, Service Desk, and Service Now (SMP) operational processes.
  • Project Management Professional (PMP) Certification or two (2) additional years of experience.
Other Requirements:
  • Must be able to pass federal background investigation and obtain a Public Trust.
  • Work hours will typically be Monday – Friday, 8am – 5pm, however, will be periodically required to provide coverage over night and on weekends between 10pm – 5:30am based on customer needs.
 Connect directly with your dedicated recruiter, Jon, on Epsilon’s careers page.
 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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