Deskside Administrator II

Now Hiring at AMERICAN SYSTEMS

Epsilon, Inc. has joined AMERICAN SYSTEMS! As one organization, we offer expanded resources, streamlined operations, and increased opportunities for growth and development. 

Join us to be part of a dynamic, collaborative environment dedicated to innovation and customer success. 

An Average Day:
As the Deskside Administrator II you will provide on-site technical support to end users in a government enterprise environment. You will manage face-to-face interactions with users, document all activities in the IT ticketing system, and serve as a technical resource for complex troubleshooting. You will conduct advanced troubleshooting of desktop computers, laptops, peripherals, and software, user account management, device imaging, and collaborate with other IT teams. You will also work closely with the Help Desk Manager to deliver timely solutions to IT incidents and service requests while meeting contract SLA requirements. Additionally, in this position you will:

• Provide on-site technical support, independently addressing hardware, software and network issues at user workstations
• Troubleshoot desktop and laptop hardware, operating systems (Windows), and applications (Microsoft Office, collaboration tools)
• Install, configure, and maintain IT equipment including monitors, printers, peripherals, and VTC systems
• Perform device imaging for desktops and laptops, ensuring proper configuration and deployment
• Document and track incidents and requests in the ticketing system with accurate and timely updates
• Assist users with account setups, password resets, and access management following security protocols
• Provide basic Active Directory user account administration and group membership management
• Collaborate with IT teams and escalate complex issues as needed for timely resolution
• Mentor and provide technical guidance to Deskside Administrator I staff
• Maintain accurate records of hardware inventory for proper asset management
• Participate in training and knowledge-sharing sessions to stay current on technologies
• Assist with IT setup and orientation for new employees to ensure proper equipment and onboarding
• Deliver service according to established service level agreements (SLAs) and performance metrics
• Assist with routine audits and inspections of COMSEC and classified materials assets
• Participate in the distribution and destruction of classified materials per Government defined policy

• 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), we will not consider candidates for this position who do not meet the aforementioned conditions.
• 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.
• Will be subject to a federal background investigation.
• 3-4 years of experience in deskside or technical support role with interest in growing technical expertise
• Must hold current 8570/8140 IAT Level II Certification (CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, SSCP)
• Problem-solving skills and ability to provide hands-on support under pressure
• Ability to troubleshoot hardware issues (desktops, laptops, printers, peripherals) and software problems
• Good verbal and written communication skills with focus on delivering excellent customer service
• Familiarity with IT service management tools and remote support technologies
• Experience working in a team environment with willingness to learn and adapt