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Executive Support Technician III

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.

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.

An average day:

As Executive Support Technician III, you will support the Executive Director and staff of the United States Patent and Trademark Office (USPTO). A successful candidate must possess a high level of technical skills to troubleshoot and resolve complex issues independently. Professionalism and diplomacy are a must while working under pressure, supporting executive management, and tech issues escalated from other teams. Exemplary customer service is needed for daily interactions with Executive Staff of USPTO. In this position you will:

+ Primary point of contact for Executive Management at USPTO for technical issues. Duties include:

+ SharePoint Administration.

+ Content Author 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 tech issues escalated or reported via email, walkup, external groups, and SMP queues utilizing available knowledge and approved remediation tools.

+ Perform remote/desk-side tech support by applying advanced troubleshooting and resolution of enterprise-wide issues, identify specific root causes, and report on technical information.

+ Submit and/or create knowledge-based articles to assist Tier1 support technicians.

+ Recommend improvement processes 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.

+ Backup support of the Mobile Device Support department which includes assisting customers with purchasing, account activation, device configuration, and troubleshooting.

+ Provide on site support for the executive staff (10 th floor) at USPTO headquarters.

+ Participate in special project assignments and other assigned duties.

+ Model willingness and flexibility to provide coverage based on business needs.

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 in computer sciences (or related technical field).

+ Minimum of six (6) years of work experience in the computer field, with a minimum of two (2) years in a help-desk area, and two (2) years at a mid/senior level position, to include the following:

+ Two (2) years of troubleshooting and practical hands-on experience with the following: 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 skills.

+ Experience with PIV cards, RSA, and Secure ID FOBs.

+ Understanding of ITIL concepts and language, Service Desk, and Service Now (SMP) operational processes.

+ Project Management Professional (PMP) Certification or two (2) additional years of experience.

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.)_

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.

+ Ability to lift up to 50 lbs.

+ Bend, stretch, squat, kneel, to move equipment, set up workstations (projectors, TV screens, computers, servers, routers, printers, tools, etc.).

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] .