Help Desk Technician I

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.

Responsibilities

• Log all help desk requests, generate trouble tickets, record resolution actions and time, and provide status to the Government.
• Create, modify, maintain, delete, and troubleshoot Active Directory client accounts and systems.
• Troubleshoot and resolve user/client standard end‑user device application and configuration problems via telephone assistance, remote control, and on‑site visits, including operating systems.
• Maintain and support end‑user device operating systems and application software.
• Apply configuration changes, service packs, patches, updates, security fixes, and virus definitions to end‑user devices.
• Troubleshoot and resolve user issues with cloud‑based services such as Google Workspace or Microsoft Office 365.
• Perform troubleshooting to resolve software baseline applications and e‑mail problems.
• Coordinate standard system image configuration changes with the SCCM Image Team.
• Install, configure, and maintain authorized client applications and software baselines on end‑user devices.
• Perform minor hardware repair and replacements on government‑authorized computer systems.
• Create and update documentation for technical processes.
• Assist with installing/testing of system software or hardware configurations and coordinate documentation of all hardware and software changes.
• Use the Enterprise Service Desk system to create, modify, update, and resolve customer support requests.
• Assist in the preparation of technical documentation and configuration of change requests.
• May assist with MCU content management responsibilities as needed.

Qualifications

• U.S. Citizen (required by 8 U.S.C. 1324b(a)(2)(C)).
• Active DoD Interim Secret or Secret clearance.
• At least 1 year of demonstrated help‑desk, desk‑side, or similar technical support experience.
• DoD 8570 IAT Level II certification compliance at hire (e.g., CompTIA Security+ CE with enrollment in the Continuing Education program).
• Experience with Microsoft Office Outlook, Excel, and Word.
• Experience with ticketing systems such as Remedy, ServiceNow, ConnectWise, Jira, etc.
• Experience with Active Directory, Windows devices, and Windows operating systems.
• Excellent interpersonal and communication skills (written and oral).
• Strong team player; self‑assured, confident, and goal‑oriented.
• Ability to organize and manage multiple priorities and delegate effectively.
• Ability to solve problems and translate policies into daily routine operations.
• Keen attention to detail.
• Weekend or after‑hours support may be required on occasion.

Pay

USD $23.00 / Hr. – USD $26 / Hr.

Benefits

AMERICAN SYSTEMS provides a comprehensive benefits program that includes healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.