Service Desk Agent 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.

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.

Compensation and 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.

Responsibilities

An average day:
As Service Desk Agent I, you will perform Tier I and Tier II information technology related help desk duties through phone and email support. You will provide support for members of USPTO in carrying out the agency's mission, including working on proprietary software and systems. Additionally, in this position you will:

• Analyze and resolve network hardware, software, and communications problems using diagnostic software and/or technical troubleshooting processes.
• Create service desk tickets utilizing ticketing software and ensure proper ticket escalation and resolution.
• Maintain and troubleshoot business line applications which could include remote installation or redeployment of software.
• Install and maintain the following products, as directed: Cisco AnyConnect, Cisco WebEx, Microsoft including Office, Bit Locker, etc.
• Provide technical support over the phone and/or via email.
• Implement solutions based on client needs, such as ensuring that all hardware and software works properly and is installed or deleted as needed.
• Troubleshoot client computer equipment, ensuring it runs correctly, and recover any lost or accidentally deleted data when/if possible.
• Meet customer needs and ensure customer satisfaction.
• Use standard operational procedure documentation to assist customers. Work with team members to establish and maintain documentation.
• Escalate process and policy issues as needed.

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) , Epsilon will not consider candidates for this position who do not meet the aforementioned conditions.
• Must be able to pass federal background investigation and obtain a Public Trust. ( 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.)
• Associate degree or higher in information technology or related field; or high school diploma and relevant information technology certification(s)/training/years of experience in place of degree.
• One (1) or more years of information technology experience.
• Flexible shift availability. The hours of operation will be Monday to Friday - 7:30AM - 7:00PM; Saturday: 7:30AM - 4:00PM; Sunday and Holidays: a small crew will manage Email Tickets from 9am-5pm. Shifts will likely be scheduled eight (8) hours a day, five (5) days a week.
• Technical experience with current network hardware, protocols, and standards.
• Application support experience.
• Knowledge of applicable data privacy practices and laws.
• Excellent troubleshooting skills.
• Proficiency in Word, Excel, Outlook, database management.
• Exceptional customer service and interpersonal skills with the ability to communicate effectively, both verbally and in writing with end users in a pleasant and helpful manner in high stress situations.
• Highly organized with attention to detail and accuracy, and the ability to effectively troubleshoot and prioritize meeting multiple deadlines/priorities.
• Experience working in a team-oriented, collaborative environment.

Pay Transparency Statement for Epsilon

Epsilon is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $17.75/Hr. - USD $31.25/Hr. Actual compensation will be determined based on several factors permitted by law. Epsilon provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.

EEO Statement

EEO Race/Sex/Disability Status/Veteran Status