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Epsilon, Inc Call Center Agent | IT Support Tier I in Billings, Montana

Job Description

Call Center Agent | IT Support Tier I Security Clearance required: Must be able to pass a federal background investigation and obtain a Public Trust Location: Billings, MT | May start remote and will likely become a fully onsite position Position Summary : Serve as the initial point of contact for IT support requests and provide Tier I support for IT services, custom developed, and corporate applications. Position Responsibilities: Support activities include but not limited to:

  • Providing call center support.

  • Providing a response to customer requests that are initiated via phone, email, or other means.

  • Provide systems administration, operating systems install and configuration, and hardware support for VTC system.

  • Escalating requests that cannot be resolved by the IT Call Center to the appropriate staff

  • Dispatching trouble tickets to appropriate regional IT support.

  • Initiating, monitoring and managing trouble and incident tickets.

  • Monitoring customer responses to completed trouble tickets and reporting unsatisfactory ratings ('1' and '2') to the appropriate Federal staff.

  • Providing maintenance and tracking of IT Call Center Loaner laptop pool, Loaner projector pool, and VTC pool.

  • Assigning and monitoring of projects in the IT Call Center such as the Yearly Laptop Update Project.

  • Providing remote access VPN services - initial client setup and Tier I support.

  • Providing WebEx support – maintaining accounts and schedules and troubleshooting issues.

  • Ensuring the management, maintenance, and scheduling of IT equipment loans, including laptops and overhead projectors.

  • Providing password resets.

  • Providing creation and modification of Active Directory and LDAP accounts

  • Providing PIN resets for Government issued PIV badges.

  • Troubleshooting issues with desktops, printers, and peripherals.

  • Providing first level application support.

  • Communicating IT activity and outages.

  • Performing receipt and dispatch of facility maintenance issues.

  • Manage RSA token support and distribution.

  • Support, perform and manage off and on boarding of personnel applicable tasks.

  • Tier I requests to be resolved within two (2) hours of receiving notification.

  • IT tickets for Tier II and above escalated within one business hour.

  • WebEx user conferences will be setup and launched at least thirty (30) minutes prior to scheduled WebEx sessions.

  • Expertise on ITSM system to best support and provide application configuration.

  • Should effectively communicate and be able to train customers on ITSM system capabilities and platform/application modules.

    Essential Skills, Experience, and Certifications:

  • 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.

    Physical Demands and Work Environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Physical Demands : While performing the duties of this job, this position requires the ability to sit for potentially long periods of time throughout the workday. Hearing sufficient to understand conversations, both in person and on the telephone. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components for potentially long periods of time without experiencing abnormal hand, wrist, or eye strain. Occasional inspection of cables in floors and ceilings. Lifting and transporting moderately heavy objects, such as computers and peripherals. Must be able to lift up to 50 pounds.

  • Work Environment: Includes a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, including exposure to heat, cold, inclement weather conditions, and occasional environmental hazards. Local, regional, and national travel may be required.

    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

    View More Careers at EPSILON ( URL: Follow us on: LinkedIn ( | Twitter ( | google+ ( 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 828-398-5414 or by email .