Executive Support Technician III

Epsilon, Inc.

Alexandria (VA)

Hybrid

USD 43,050 - 59,732

Full time

14 days+

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Job summary

A leading IT services provider is seeking an Executive Support Technician III. In this role, you will support executive management at the USPTO, troubleshoot technical issues, and provide excellent customer service. Candidates must have a Bachelor’s degree and significant IT experience. This position is hybrid, allowing for work both onsite and remotely.

Qualifications

U.S. Citizenship or official legal status in the United States.
Minimum of six years of IT experience.
At least two years in a help-desk role and two years in a mid/senior position.

Responsibilities

Support the Executive Director and staff of the USPTO.
Troubleshoot and resolve complex issues independently.
Model willingness to provide coverage based on business needs.

Skills

Microsoft Windows 10

VPN troubleshooting

Active Directory

Customer service

Technical support

Education

Bachelor’s degree in computer science or related technical field

Job description

This range is provided by Epsilon, Inc.. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$31.25/hr - $43.36/hr

Executive Support Technician III

We are presenting information about the role currently under AMERICAN SYSTEMS ownership. Details include benefits, compensation details, work location, and mission of the team.

Where you’ll work: This is a hybrid onsite/remote opportunity where you will report to the customer’s 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 USPTO personnel while delivering world class customer service. The Epsilon team includes Service Desk (SD), Enterprise Request Fulfillment/Account Management (ERF), Major Incident monitoring (MI), and Advanced Problem Resolution (APR) technicians. The Service Desk handles initial issue intake; APR handles escalated tickets; ERF handles account/access management; MI monitors and reports enterprise issues.

An average day: As Executive Support Technician III, you will support the Executive Director and staff of the USPTO. A successful candidate will troubleshoot and resolve complex issues independently, maintain professionalism under pressure, and deliver exemplary customer service for interactions with USPTO executive staff. Your responsibilities include:

Primary point of contact for Executive Management at USPTO for technical issues, including:

SharePoint Administration
Content authoring 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 technical issues escalated or reported via email, walk-up, external groups, and SMP queues using available knowledge and approved remediation tools
Perform remote/desk-side tech support with advanced troubleshooting and resolution of enterprise-wide issues; identify root causes and report findings
Submit and/or create knowledge-based articles to assist Tier 1 support technicians
Recommend process improvements 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
Provide backup support for the Mobile Device Support department, including assisting customers with purchasing, activation, device configuration, and troubleshooting
Provide on-site support for executive staff at USPTO headquarters
Participate in special projects and other assigned duties
Model willingness and flexibility to provide coverage based on business needs

Basic Qualifications

U.S. Citizenship or official legal status in the United States; must have resided in the United States for the last two years (as required by 8 U.S.C. 1324b(a)(2)(C))
Bachelor’s degree in computer science or related technical field
Minimum of six (6) years of IT experience, with at least two (2) years in a help-desk role and two (2) years in a mid/senior position

Two (2) years of hands-on experience with: 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
Experience with PIV cards, RSA, and Secure ID FOBs
Understanding of ITIL concepts and Service Now (SMP) processes

PMP Certification or two (2) additional years of experience

Other Requirements

Ability to pass federal background investigation and obtain a Public Trust clearance (federal contract position; adjudication determined by government)

Physical Demands and Working Conditions

Prolonged periods of computer desk work
Dexterity to operate a keyboard and computer components
Ability to communicate effectively in person, by phone, and virtually
Ability to learn new tasks, maintain focus, and work under deadlines
Ability to lift up to 50 lbs and to move equipment as needed

Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications will receive consideration 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 review your rights under EEO policy. If you need accommodation applying for employment, contact our Recruiting department at 828-398-5414 or careers@epsilon-inc.com.

Seniority level