**Enterprise Monitoring and Support Specialist II** **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:** This is a hybrid onsite/remote opportunity where you will report to the USPTO EOS location in Alexandria, VA and have the flexibility to work from home based on business needs. **Our Customer’s Mission:** The Enterprise Operations Support (EOS) branch provides comprehensive, real-time visibility into enterprise systems and applications, enabling proactive identification of potential issues, thereby maximizing system uptime, performance, and overall business continuity. The focus of the EOS is to identify issues before they impact end users by monitoring all aspects of the IT infrastructure, including applications, networks, servers, and storage (in on site and cloud environments). **An average day:** As Enterprise Monitoring and Support Specialist II, you will directly monitor the health of enterprise applications and serve as a liaison between management, service desk, and product owners. In this position, you will: + Follow Service Desk procedures for Incident and Service Request ticket creation, handling, updating and escalation. + Initiate the Incident Process immediately upon the triggering event. + Incident Triggers include major production degradation, system outage, executive management directed, event management alerting, or a loss of functionality to multiple users as reflected in call volume to the Service Desk. + Enterprise Monitoring and Support Team activities include, but are not limited to: + Collaborating internally with Problem Management and Service Desk divisions via group chat, phone, or other collaborative means when call volume increases or the situation dictates it. + Sending Incident Alerts notifying the support groups of the Incident. + Creating a record for each Incident and track/log all communications from support groups related to the incidents. + Sending Incident Notifications and Executive Notifications to inform the business areas of the Incident and current status. + Communicating with the users via mass communications, including public users through eBiz alerts as requested. + Producing reports related to impacted user’s status and assisting in the rapid restoration of service wherever possible. + The Incident team works closely with the Service Desk Problem Management Branch and Service Desk Operations Division Management to ensure requirements are successfully met. + Upon restoration of services for the Incident, the specialist will support the Problem Management Branch in gathering the After-Action Report and Root Cause Analysis input from the support groups involved with the Incident, detailing the activities during the Incident. + Assist the government Problem Management Coordinators in creating timelines of Incidents as requested by TOMs and Executive Management. **Basic Qualifications:** + 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 8 U.S.C. 1324b(a)(2)(C) , Epsilon will not consider candidates for this position who do not meet the aforementioned conditions. + Associate or bachelor’s degree in information technology or related field; or a high school diploma and relevant Information Technology certification(s)/training/years of experience in place of degree. + At least one (1) year of Information Technology experience. + This is a 24/7/365 environment, shifts vary across the week/weekend and are scheduled 8/hours a day, 5 days a week. + Technical experience with current network hardware, protocols, and standards. + Application support experience. + Knowledge of applicable data privacy practices and laws. + Excellent troubleshooting skills. + Proficiency in Word, Excel, Outlook, database management. + Ability to communicate effectively, both verbally and in writing and to communicate with customers in a pleasant and helpful manner in high stress situations. + Keen attention to detail. + Ability to effectively prioritize and execute tasks in a high-pressure environment. + Exceptional customer service and interpersonal skills. + Experience working in a team-oriented, collaborative environment. **Other Requirements:** + Must be able to pass federal background investigation and obtain a Public Trust. + Must be located within proximity to Alexandria VA USPTO campus to go onsite for work at least 3 days per week. **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. **Connect directly with your dedicated recruiter, Jon, on Epsilon’s careers page.** www.epsilon-inc.com/careers 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 (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) 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 careers@epsilon-inc.com . \#LI-DNP