Network Support Technician

Required Clearance: Must be able to pass federal background investigation and obtain a Public Trust
Location: Philadelphia, PA

Position Summary: The Network Support Technicians shall provide end-user support, troubleshooting assistance to resolve end-user incidents, and coordinate with other IT organizations or vendors to resolve end-user incidents. The Network Technicians will also provide on-site support for incident management by delivering professional resolution of local and wide-area network incidents and problems. The technicians shall provide troubleshooting assistance to resolve network incidents and coordinate with other IT organizations or vendors to resolve these incidents. The network technicians are responsible for managing existing operational equipment and installing and configuring new switches and routers, IP desk phones, Voice over IP support on network devices, and ensuring that devices are configured correctly.

Position Responsibilities:

• Receipt of trouble tickets through the KISAM system.
• Execution of problem determination and resolution.
• Provide timely updates in the KISAM system that is informative of the work performed on the assigned ticket.
• Set up replacement switches and routers at network location.
• Test and confirm operation of installed switches and routers.
• Correction of discrepancies identified, and root cause analysis to prevent future discrepancies.
• Remove and execute asset control procedures to excess the refreshed target system.
• Utilize Call Management Software to handle voice mail issues.
• Perform loading of above-baseline software and perform quality control steps to ensure the systems have the required configuration and software.
• Perform peripheral repairs and maintenance.
• Provide informal customer instruction and confirm customer satisfaction.
• Correction of discrepancies identified, and root cause analysis to prevent future discrepancies.
• Relocation of computer equipment.

Essential Skills, Experience, and Certifications:

• As a requirement of this position, all candidates must be either a U.S. Citizen or have official legal status in the United States. 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.
• Must have 2+ years experience as network technician or similar position
• Outstanding diagnostic, problem-solving and analytical skills
• Good communication skills
• Good knowledge of LAN/WAN networks, TCP/IP protocols and network technologies
• Hands-on experience with common software and hardware
• Experience with network equipment including hubs, routers, switches
• Excellent Customer Service skills
• Exceptional oral and written communication
• Excellent Time Management skills
• Proactively develops and maintains strong knowledge of information systems and their related components, and makes recommendations to improve the reliability, scalability, performance, or security of these systems as appropriate. Leverages technology to automate manual tasks and seeks to improve efficiency wherever practicable and appropriate. Makes recommendations for process improvements.
• Receives goals and overall objectives from Management and assists in establishing and implementing the methods to attain them.

Physical and Mental Job Requirements:

Listed below are the physical or mental requirements necessary in 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 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 Benefits:
Medical, Dental, Vision Plan
AD&D and Life Insurance
Paid Federal Holidays
Paid Time Off
401(k) Retirement Plan
Education reimbursement
Referral Bonuses