Call Center Agent IT Tier 1

Epsilon, Inc.
Loveland, Colorado
Nov 16, 2023
Nov 27, 2023
Engineering, Software
Position Type
Full Time
Organization Type
Call Center Agent IT Tier 1

Who is Epsilon:
Epsilon is an IT Services company that was founded in 2009 and has become an established leader in providing Information Technology services to both Federal Government and Commercial businesses across the United States. Epsilon is known for its solution-focused and innovative approach, aligning technology systems, tools, and processes with the missions and objectives of its customers.

Epsilon's headquarters are in Weaverville, NC with other corporate offices in Greenville, SC, Crystal City, VA, and Denver, CO. We have employees in 30+ States across the U.S.

Why work for Epsilon:
In joining Epsilon's team, you will have the opportunity to contribute to Epsilon's business and customer initiatives, as well as influence our brand culture through people interaction and technology advancements.

Epsilon invests in our employees by promoting from within and enabling employees to elevate their knowledge and skill set in their profession by allocating $3,000 annually in Professional Development funds. We also offer competitive pay, comprehensive benefits through one of the largest national carriers, Paid Time Off (PTO) that increases with tenure and has a generous rollover, 11 company paid Holidays, and 401(k) with immediate contribution.

Where you'll work:
You will be working onsite at WAPA's Loveland, CO location.

Our Customer's Mission:
The Western Area Power Administration (WAPA) is a federal agency under the United States Department of Energy (DOE) that manages and operates high-voltage electric transmission systems across 15 western states. WAPA's mission is to market and deliver reliable, cost-based, renewable power and transmission services to its customers, while also promoting energy efficiency and environmental sustainability. WAPA also manages and markets power from 56 federal hydroelectric power plants, which generate clean and renewable energy for 40 million customers.
Epsilon provides comprehensive and high-quality IT support to WAPA in the areas of; Software maintenance and development, Network, Database, and Operations Support/Management, Supervisory Control and Data Acquisition (SCADA), Cyber-Security, Solution Architecture, and Project Management.

An average day:
As a Tier 1 Call Center Agent, you will serve as the initial point of contact for IT support requests. You will provide Tier I support for IT services, custom developed, and corporate applications. In this position you will:
  • Provide call center support for customer inquiries/requests; troubleshoot desktop, printer, and peripheral issues; offer first-level application support; handle hardware and software support for VTC systems.
  • Escalate unresolved IT issues to the appropriate staff; dispatch trouble tickets to regional IT support teams; monitor, manage, and report on customer responses to trouble tickets.
  • Maintain IT equipment loaner pools.
  • Manage projects within the IT Call Center and assist with onboarding and offboarding tasks.
  • Provide remote access VPN and WebEx support.
  • Handle account creation, modification, and password/PIN resets.
  • Communicate IT activity and outages and manage facility maintenance requests.
  • Support RSA token distribution.
  • Expertise in ITSM system for optimal support and configuration and provide training on ITSM system capabilities.
  • Meet specific response and resolution timeframes.
Basic Qualifications:
  • As a requirement of this position, all candidates must be a U.S. Citizen. 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.
  • Working knowledge of customer service and technology support to users.
  • Experience with call center support applications such as Service-Now.
  • Knowledge of telephone support for user devices and application software:
    • MS Office
    • Microsoft OS Windows
    • Basic networking skills
    • Desktop/laptop hardware
    • Web and video conference setup, operations, and recordings
    • Laptop setup and configuration for meeting setup
    • Virtual Private Networks (VPN)
    • Hardware deployment and troubleshooting
    • Mobile device setup/configuration knowledge
  • Ability to distinguish between application and system problems.
  • Ability to resolve, recreate, troubleshoot, and escalate problems as needed.
  • Ability to relate to users on a professional level; provide excellent customer service.
  • Experience in analyzing problems, gathering information, and recognizing solutions.
  • Must be able to pass federal background investigation and obtain a Public Trust

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: Minorities/Females/Disabled/Vets.

Please click here 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 or by email .