Desktop Support Specialist II - Montrose, CO id-8324

May 9, 2025

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.

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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 Montrose, 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 Desktop Support Specialist II, you will be responsible for providing proactive support for desktop/laptop PCs, ensuring compliance with licensing and cyber security requirements. This role offers technical assistance to users, resolves IT support tickets, and performs software and hardware installations. This position also involves mobile device management, analyzing hardware/software requirements, maintaining asset records, configuring printers, and supporting audio/video conferencing hardware. In this position you will:

Provide desktop support for end users, including PCs, laptops, tablets, mobile devices, and printers.

Ensure compliance with licensing, regulatory, and security requirements.

Assist the IT Service Desk with escalated technical issues.

Install and maintain software and hardware following established standards and procedures.

Support video teleconferencing by scheduling conferences, troubleshooting, and managing equipment.

Coordinate with Mobile Device Manger for mobile device issuance and replacement.

Perform automated software deployments and maintain accurate records of hardware/software inventories.

Support Cyber Security Specialists during response activities.

Conduct market research for hardware, software, and printer acquisitions.

Install and configure stand-alone and network printers.

Provide support for Microsoft Teams room setup and troubleshooting.

Perform site visits for software upgrades and computer-related issue resolution.

Ensure timely resolution of tier 1 and 2 requests.

Assist with the setup and delivery of new desktops and laptops.

Ensure proper disposal of surplus IT software and hardware according to policy.

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.

Proficiency in current and future versions of Microsoft Windows, Office 365, and Microsoft Teams.

Knowledge of Active Directory, Intune Endpoint Manager, Azure AD, SCCM, LDAP, and audio/video conferencing systems.

Strong troubleshooting and remote user support skills.

Experience in problem analysis and solution identification.

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 20 lbs.

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

Must be able to operate a motor vehicle for extended periods of time.

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