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Technical Lead

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 our commitment to fair and competitive compensation.

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.

An average day:

As Technical Lead, you will serve as the primary technical resource and liaison for the program’s Executive Support, Enterprise-Wide Support, VPN Support, LAR Support, and Knowledge Management teams; providing effective and efficient resolution of escalated and urgent issues across all teams. This position will also oversee the technical support staff managing their day-to-day and ensuring high-level of performance and quality of work. In this position you will:

+ Perform technical duties as required including, troubleshooting, producing automated reports, mentoring employees, and taking the lead on special projects assigned by the government.

+ Act as a technical liaison between executives, developers and other IT departments.

+ Address urgent requests for service and assume the duties of any team member as required.

+ Coordinate daily ticket queue management and team assignments to ensure timely resolution and maintain service level agreements

+ Oversee budget compliance and workforce optimization by monitoring billable hours against project allocations

+ Conduct performance management and professional development through regular reviews and implementing improvement plans to ensure exceptional client service delivery

+ Review and approve team timecards to ensure accurate billing and compliance with client contract requirements

+ Analyze key performance metrics and produce reports to measure the team’s performance quality, ensuring all team members maintain high-level performance standards.

+ Lead project teams and special initiatives by providing technical expertise, delegating effectively, and securing team buy-in to ensure successful delivery

+ Provide mentorship and training to colleagues and new team members on technical processes and client service standards

+ Create, modify, and ensure that Standard Operating Procedures (SOPs) are up to date and valid

+ Participate in process improvement by providing insights and guidance to create more efficiency within the program.

+ Perform other duties as directed by program management.

Basic 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.

+ Bachelor's degree required. Advanced training in a computer-related field. Prior work experience may be considered in comparison.

+ One or more of the following certifications are Required:

+ CompTIA A+ CE, Network+ CE, or Security+ CE

+ Microsoft (MCSE/MCSA/MCP or equivalent) or Microsoft Windows 10 Certifications

+ CCNA

+ Other Higher technical certifications may be considered.

+ Must have a technical background and experience troubleshooting the following (or similar) applications: Microsoft Windows 11, Microsoft Office Suite2019 and 2020, Active Directory, Java, Microsoft Edge, Dragon, Jaws, Magic, Safeboot, ServiceNow, AnyConnect/NetSkope, Symantec Anti-Virus and SASE, configure and troubleshoot iPhones and iPads

+ Ability to quickly gain a strong understanding of the customer’s proprietary applications.

+ Experience as a team lead, supervisor or manager overseeing technical staff ideally in a service desk or similar environment supporting a large customer base.

+ Experience measuring group and individual performance, including reviewing metrics and reporting.

+ Attention to detail, ability to meet or exceed deadlines, effective and efficient troubleshooting and excellent customer service background

+ Strong written and verbal communication skills.

+ Proven ability to research complex technical problems using available resources.

+ Willingness to take on new responsibilities business needs change.

Preferred Qualifications:

+ ITIL V3 or V4 Foundation Certification

+ 7+ years of uninterrupted experience in an IT Environment or enterprise environment with 6,000+ user base

+ Experience using DOS commands for refreshing group policy, flushing DNS, and troubleshooting LAN and WAN connectivity problems.

+ Experience providing analysis and recommendations for information technology requirements.

+ 7+ years of configuration, advanced troubleshooting, and practical hands-on experience with the following: Microsoft Windows 11, Office 2019/2020, Microsoft Teams, Network/Local Printers, Operating System and Browser Plugins, MECM, COTS, Local & Network Permissions, VPN and Network connectivity, and ServiceNOW

+ Prior work experience that involves supporting high-level executive customers

+ Experience providing analysis and recommendations for management

Other Requirements:

+ 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.)_

+ Ability to lift up to 15 lbs. and perform desk-side campus customer and support office site visits, as needed.

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:

+ 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 [email protected] .