Deskside Administrator I
Epsilon is now part of AMERICAN SYSTEMS!
We are pleased to announce Epsilon, Inc. has joined AMERICAN SYSTEMS. Together, we're combining our expertise and expanding our resources to enhance support for our customers and create new opportunities for our employees. Epsilon will operate as a wholly owned subsidiary of AMERICAN SYSTEMS until December 31, 2025, transitioning fully to AMERICAN SYSTEMS on January 1, 2026. We're committed to a smooth transition and look forward to what we'll achieve together.
Read more here: AMERICAN SYSTEMS Acquires Epsilon, Inc. (https://www.epsilon-inc.com/epsilon-inc-joins-american-systems/)
Benefits:
We offer competitive compensation, comprehensive benefits through a major national carrier, generous PTO, paid holidays, and immediate 401(k) contribution. Starting January 1st, 2026, you'll gain access to AMERICAN SYSTEMS' benefits package and employee ownership program-details will be shared during your recruiter conversation.
Compensation:
The wage range listed represents the potential compensation opportunities for this position. Starting salary will be thoughtfully determined by the hiring manager based on a variety of factors including candidate experience, education, relevant skills, and qualifications brought to the role. The initial offer could be any amount within the posted range, reflecting Epsilon's commitment to fair and competitive compensation.
Where you'll work:
You will work onsite at the customer location in Crystal City, VA.
Our Customer's Mission:
Team Epsilon has been chosen to deliver full-spectrum IT and Cyber Security support to a critical and enduring multinational organization within the United States Department of Defense. This DoD organization manages the resourcing, development and sustainment of one of our nation's most coveted and capable platforms. Our role in this mission involves managing classified environments, supporting international partners and foreign military sales (FMS) clients, providing top-tier desk-side support, and offering adaptable enterprise infrastructure solutions. Our services, ranging from systems administration and network engineering to Information security and data center management, are essential to the mission's success, so we're looking for team members who are committed to delivering excellence without compromise and who view customer service as a top priority.
An average day:
As Deskside Administrator I, you will be responsible for providing on-site technical support to end users in a large enterprise environment. This role focuses on resolving hardware and software issues directly at the user's workstation and ensuring timely solutions to IT incidents and service requests. You will manage face-to-face interactions, documenting all activities in the IT ticketing system. This position involves troubleshooting desktop computers, laptops, peripherals, and software, as well as assisting with user account management, imaging devices, and collaborating with other IT teams for escalations. The Deskside Administrator will support end-user training, contributing to continuous improvement while meeting federal contract objectives. Additionally, in this position you will:
Provide on-site technical support, addressing hardware and software issues at user workstations.
Troubleshoot desktop/laptop hardware, operating systems (Windows, macOS), and applications (Microsoft Office, collaboration tools).
Utilize workstation and domain administration accounts to assist with the installation, configuration, and maintenance of IT equipment (monitors, printers, peripherals).
Perform imaging of devices, including desktops and laptops, ensuring proper configuration and deployment.
Document and track incidents and requests in the ticketing system, ensuring accurate and timely updates.
Utilize administration accounts to assist users with account setups, password resets, and access management, adhering to security protocols.
Collaborate with IT teams and escalate complex issues as needed for timely resolution.
Participate in training and knowledge-sharing sessions to stay current on technologies and improve support skills.
Maintain accurate records of hardware inventory, ensuring proper asset management.
Assist with IT setup and orientation for new employees, ensuring they are properly equipped and onboarded.
Ensure service delivery adheres to established service level agreements (SLAs) and performance metrics.
Perform routine audits and inspections of COMSEC and classified materials assets to maintain security standards.
Monitor COMSEC equipment status and escalate issues to senior personnel as needed.
Participate in the distribution and destruction of classified materials per Government defined policy.
Basic Qualifications:
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.
1-2 years of experience in a deskside or technical support role with an interest in growing technical expertise.
COMSEC experience would be beneficial.
Must hold a current 8570/8140 IAT Level II Certification (CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, SSCP)
Strong problem-solving skills and the ability to provide hands-on support under pressure.
Proficient in troubleshooting hardware issues (desktops, laptops, printers, peripherals) and software problems.
Good verbal and written communication skills, with a strong focus on delivering excellent customer service.
Familiarity with IT service management tools and remote support technologies.
Experience working in a team environment, with a willingness to learn and adapt.
Knowledge of ITIL best practices is a plus.
Other Requirements:
Must have an active Secret clearance with the ability to obtain a Top Secret with SCI eligibility or have an active Top Secret with SCI eligibility. ( This is a federal contract position and requires candidates to obtain and maintain the appropriate level of Security Clearance or Public Trust. Adjudication of the required Security Clearance or Public Trust is determined solely by the government. If the government determines that the candidate cannot obtain and/or maintain the appropriate level of Security Clearance or Public Trust, Epsilon will be unable to place the candidate in this position.)
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.
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: Disabled/Vets.
Please click here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\EEOC\KnowYourRights6.12ScreenRdr.pdf) 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 .
