Deskside Technician Lead - Crystal City, VA

Deskside Technician 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: You will work onsite in Crystal City, VA initially and then transition to onsite in Manassas, VA within the first year. An average day: As Deskside Technician Lead, you will be responsible for providing expert-level technical guidance and hands-on support within a large enterprise environment. This role focuses on troubleshooting complex hardware and software issues directly at user workstations, maintaining service quality, and ensuring smooth deskside support operations. You will collaborate closely with other IT teams to address escalations, resolve incidents, and continuously improve service delivery. This position is critical in supporting federal contract objectives and requires deep technical expertise in deskside operations. Additionally, in this position you will: Serve as the primary technical resource for the deskside support team, providing advanced troubleshooting and issue resolution for hardware, software, and network problems. Coordinate deskside support scheduling to ensure consistent coverage and timely response to IT incidents, optimizing resource allocation based on workload demands. Lead efforts to identify recurring issues and implement proactive solutions to minimize future incidents. Monitor the ticketing system to ensure adherence to service level agreements (SLAs) and performance metrics, escalating issues when necessary. Oversee the imaging and deployment of devices, ensuring proper configuration and readiness for end-user use. Develop and maintain comprehensive deskside support documentation, including knowledge base articles, troubleshooting guides, and operational procedures. Collaborate with IT teams and act as an escalation point for resolving complex technical issues across the organization. Provide mentorship and technical guidance to deskside technicians to enhance their troubleshooting capabilities and knowledge. Support the onboarding and training of new deskside team members by sharing technical insights and best practices. Participate in continuous improvement initiatives aimed at optimizing deskside support processes and service delivery. Ensure proper usage of deskside tools and platforms, suggesting enhancements and improvements where necessary. Basic Qualifications: As a requirement of this position, all candidates must be a U.S. Citizen. In accordance with , Epsilon will not consider candidates for this position who do not meet the aforementioned conditions. 5+ years of experience in a deskside or technical support role, with a focus on troubleshooting and advanced technical problem-solving. Expertise in imaging, configuring, and deploying desktops and laptops. Proficiency in deskside support, with strong knowledge of operating systems (Windows, macOS), applications (Microsoft Office, collaboration tools), and networking concepts (TCP/IP, VPNs). Excellent problem-solving skills with the ability to work under pressure and manage multiple priorities. Strong verbal and written communication skills, with a focus on delivering high-quality customer service. Familiarity with IT service management tools and best practices (e.g., ITIL). Strong organizational skills with the ability to prioritize tasks and ensure timely resolution of technical issues. Experience in a federal contracting environment is desirable. Relevant certifications (e.g., CompTIA A+, ITIL, HDI) are a plus. Other Requirements: Must have an active Top Secret with SCI eligibility. Will be subject to a federal background investigation. Physical Demands and Working Conditions: Listed below are the physical or mental requirements necessary for the job's performance. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions: 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. 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  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 .       #LI-DNP  

Created: 2024-10-26