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Solution Center Technician 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. (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 Epsilon's corporate location in Weaverville, NC and have the flexibility to work from home based on business needs.

**The Solution Center Culture** :

Epsilon’s Solution Center is comprised of skilled Tier 1 – 3 service technicians who provide 24/7/365 support to various commercial businesses and government agencies. Our Service team thinks big and develops solutions to complex problems while ensuring our customers have the best possible support experience.

An average day:

As Solution Center Technician I, you will perform Tier I information technology related help desk duties by providing over the phone support in a 24/7 environment for Epsilon's internal staff and external customers. 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 ConnectWise Manage ticketing software and ensure proper ticket escalation and resolution.

+ Install and maintain networks, systems, field services, and/or telephony as directed.

+ Install and maintain the following products as directed: Cisco, Security, Servers, Small Business Servers, OpenDNS, SonicWall, ESET, Desktop, TDM, Video Teleconferencing, and others.

+ Provide technical support in person, over the phone, and/or via email, where appropriate.

+ Implement solutions based upon client needs by ensuring that all hardware and software work properly; assemble hardware and install or delete software.

+ Troubleshoot client computer equipment, ensuring it runs correctly, and recover any lost or accidentally deleted data when possible.

+ Monitor systems and network to ensure proper management of information technology.

+ Meet customer needs and ensure customer satisfaction.

+ Use documentation within the Epsilon knowledge base to assist customers. Also, work with team members to establish and maintain customer documentation.

+ Escalate process and policy issues as needed.

+ Other work duties as assigned.

Qualifications:

+ Bachelors’ Degree or Associate Degree in Information Technology or related field is desired OR High School Diploma and relevant Information Technology certification(s)/training/years of experience in place of degree

+ 0-1 years’ Information Technology experience

+ Must have the ability to obtain one of the following certifications within 90 days of hire: CompTIA Network+ CE, CompTIA Security+ CE, CySA+ CE, CCNA Security, GICSP, GSEC or SSCP

+ Technical knowledge of current network hardware, protocols, and standards.

+ Application support experience desired.

+ Knowledge of applicable data privacy practices and laws desired.

+ Must have excellent troubleshooting skills.

+ Proficiency in Word, Excel, Outlook, database management

+ Ability to communicate effectively, both verbally and in writing.

+ Ability to communicate with customers over the phone in a pleasant and helpful manner in high stress situations.

+ Keen attention to detail.

+ Ability to effectively prioritize and execute tasks in a high-pressure environment.

+ Exceptional customer service and interpersonal skills.

+ Experience working in a team-oriented, collaborative environment.

+ The ideal candidate will have flexibility with hours – Shifts vary – 1 st and 2 nd shift options.

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.).

+ Possible long periods of walking/standing.

+ May travel to customer sites, operate/drive a motor vehicle for extended periods.

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] .