FULL_TIME

FEED

UNKNOWN

The ideal candidate will bring over 7 years of expertise in desktop management, IT support, and service delivery, demonstrating technical acumen and exceptional problem-solving abilities in a dynamic, fast-paced environment. Additional Information: This position requires associates to work from the assigned office location five days a week, ensuring immediate response and support for end-user technical needs.

About the Role: We are seeking a highly skilled and experienced Desktop Management Specialist to join our Infrastructure Services (IS) team. The ideal candidate will bring over 7 years of expertise in desktop management, IT support, and service delivery, demonstrating technical acumen and exceptional problem-solving abilities in a dynamic, fast-paced environment. Job Locations: Asheville, NC Durham, NC Dallas, TX Key Responsibilities: Provide break/fix support for desktops, laptops, and peripherals. Re-image devices and reinstall/configure applications as required. Troubleshoot Windows OS, hardware issues, and enterprise applications. Collaborate with third-party vendors to escalate and resolve hardware issues. Document issues and resolutions in IT service management systems (e.g., ServiceNow, Remedy). Install and configure desktops, laptops, mobile devices, peripherals, and associated software. Provide technical support for on-site and remote users, addressing queries and resolving incidents. Manage the ticket queue to ensure timely resolution in compliance with SLAs. Develop and maintain standard operating procedures (SOPs), knowledge base articles, and technical documentation. Coordinate with Level 3 support teams for enhancements, maintenance, and upgrades. Provide IT support for events, meetings, and disaster recovery scenarios. Ensure end-user support for O365, Active Directory, and related networking functionalities. Oversee application support and ensure seamless system upgrades/refreshes, maintaining configuration integrity. Support printer network setups, driver installations, and device repairs through vendor coordination. Required Skills and Experience: 7+ years of experience in Desktop Management within Infrastructure Services (IS). Advanced knowledge of PC hardware, software, operating systems (Windows 10/11, Android OS, macOS), directory services, and network configurations. Proficiency in IT service management tools and familiarity with ITIL processes. Expertise in O365, Active Directory, DNS, Group Policy, and Firewall configurations. Strong troubleshooting capabilities for basic LAN/WAN issues, Wi-Fi configurations, and VOIP phones. Excellent communication and interpersonal skills for managing diverse stakeholders, including users, senior management, and vendors. Proven ability to manage incidents and problems effectively, adhering to established SLAs. Education and Certifications: Relevant technical certifications (e.g., CompTIA A+, Microsoft certifications) are highly desirable. ITIL Foundation certification preferred. Additional Information: This position requires associates to work from the assigned office location five days a week, ensuring immediate response and support for end-user technical needs.

Macpower Digital Assets Edge LLC

L2 Tech Support - Site Migrations || Desktop Management Specialist – Infrastructure Services

Android

Communication Skills

CompTIA A+

DNS (Domain Name System)

Desktop Administration

Desktop PC

Device Drivers

Disaster Recovery

Firewall Administration

Help Desk

IT Service Management (ITSM)

ITIL (IT Infrastructure Library)

Information Technology & Information Systems

Interpersonal Skills

Knowledge Base

Laptop PC

Mac Operating System

Microsoft Active Directory

Microsoft Certifications

Microsoft Windows Operating System

Mobile Devices

Network Administration/Management

Network Configuration Management

Network Monitoring

Network Support

On Site Support

Operating Systems

Organizational Skills

PC Hardware

PC Software

Peripheral Hardware

Printers

Problem Solving Skills

Remedy

Service Delivery

Service Level Agreement (SLA)

ServiceNow

Software Administration

Standard Operating Procedures (SOP)

Standards Development

Systems Administration/Management

Technical Support

Technical Writing

Time Management

VoIP (Voice over IP)

Wi-Fi

Wide Area Network (WAN)

OTHER

AMERICAN SYSTEMS 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. Must be able to present acceptable identification for customer badging and site access, such as a REAL ID compliant driver license, U.S. Passport, or other approved document from the GSA Required Identification List.

HOUR

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

Qualifications:
<ul><li>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<a href="https://nam11.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.law.cornell.edu%2Fuscode%2Ftext%2F8%2F1324b&data=04%7C01%7C%7C432ca7e21514448f426c08d9ed788db5%7C824284b249e44ced801eb59a0022f09b%7C0%7C0%7C637801924312626512%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000&sdata=gRT97hg52PvjhwLEdbcrhCXP5sfO6MtAjadRpbw0jAU%3D&reserved=0" rel="noopener nofollow noreferrer" target="_blank">8 U.S.C. 1324b(a)(2)(C)</a>, we will not consider candidates for this position who do not meet the aforementioned conditions.</li><li>Must be able to pass federal background investigation and obtain a Public Trust. </li><li>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.</li><li>One (1) or more years of information technology experience.</li><li>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.</li><li>Technical experience with current network hardware, protocols, and standards.</li><li>Application support experience.</li><li>Knowledge of applicable data privacy practices and laws.</li><li>Excellent troubleshooting skills.</li><li>Proficiency in Word, Excel, Outlook, database management.</li><li>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.</li><li>Highly organized with attention to detail and accuracy, and the ability to effectively troubleshoot and prioritize meeting multiple deadlines/priorities. </li><li>Experience working in a team-oriented, collaborative environment.</li></ul><ul style="margin-top:0in"><li style="margin-left:0in">Must be able to present acceptable identification for customer badging and site access, such as a REAL ID compliant driver license, U.S. Passport, or other approved document from the <a href="https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents" rel="noopener nofollow noreferrer" target="_blank">GSA Required Identification List</a>.</li></ul>

Wage Transparency Statement:
AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $20.00/Hr. - USD $20/Hr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS 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

Founded in 1975, AMERICAN SYSTEMS is one of the largest employee-owned companies in the United States, with approximately 1,400 employees nationwide. Based in the Washington, DC, suburb of Chantilly, VA, the company provides systems engineering, technical and managed services to government and private sector customers. AMERICAN SYSTEMS was named “Contractor of the Year” at the Greater Washington Government Contractor Awards in October, 2007.

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L2 Tech Support - Site Migrations || Desktop Management Specialist – Infrastructure Services Macpower Digital Assets Edge LLC

Service Desk Agent I AMERICAN SYSTEMS

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