Executive Support Technician III

This range is provided by Epsilon, Inc.. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$31.25/hr - $43.36/hr

We are presenting information about the role currently under AMERICAN SYSTEMS ownership. Details include benefits, compensation details, work location, and mission of the team.

Where you’ll work: This is a hybrid onsite/remote opportunity where you will report to the customer’s location in Alexandria, VA and have the flexibility to work from home based on business needs.

Our Customer’s Mission: Epsilon provides professional and efficient technical support and account management activities for all USPTO personnel while delivering world class customer service. The Epsilon team includes Service Desk (SD), Enterprise Request Fulfillment/Account Management (ERF), Major Incident monitoring (MI), and Advanced Problem Resolution (APR) technicians. The Service Desk handles initial issue intake; APR handles escalated tickets; ERF handles account/access management;

MI monitors and reports enterprise issues.

An average day: As Executive Support Technician III, you will support the Executive Director and staff of the USPTO. A successful candidate will troubleshoot and resolve complex issues independently, maintain professionalism under pressure, and deliver exemplary customer service for interactions with USPTO executive staff. Your responsibilities include:

• Primary point of contact for Executive Management at USPTO for technical issues, including:
• SharePoint Administration
• Content authoring of public-facing communications
• Administration of systems and programs under the office of the Executive Director
• Point of contact for executive level onboardings
• Point of contact for all video productions
• Set up and maintain all technical equipment
• Act as a technical liaison between executives and other IT departments
• Resolve technical issues escalated or reported via email, walk-up, external groups, and SMP queues using available knowledge and approved remediation tools
• Perform remote/desk-side tech support with advanced troubleshooting and resolution of enterprise-wide issues; identify root causes and report findings
• Submit and/or create knowledge-based articles to assist Tier 1 support technicians
• Recommend process improvements to prevent future escalations
• Configure and coordinate delivery of international travel equipment compliant with existing processes
• Assist with configuring laptops, mobile devices, projectors, and video conferences
• Provide backup support for the Mobile Device Support department, including assisting customers with purchasing, activation, device configuration, and troubleshooting
• Provide on-site support for executive staff at USPTO headquarters
• Participate in special projects and other assigned duties
• Model willingness and flexibility to provide coverage based on business needs

• U.S. Citizenship or official legal status in the United States; must have resided in the United States for the last two years (as required by 8 U.S.C. 1324b(a)(2)(C))
• Bachelor’s degree in computer science or related technical field
• Minimum of six (6) years of IT experience, with at least two (2) years in a help-desk role and two (2) years in a mid/senior position

• Two (2) years of hands-on experience with:
  Microsoft Windows 10, Registry Editor, Computer Management, Command Prompts, Office 2019, Active Directory, Network/Local Printers, OS Services & Browser Plugins, Permissions, VPN and Networks
• Extensive knowledge of VPN connections, CISCO Any Connect, SoHo routers, and remote troubleshooting
• Experience with PIV cards, RSA, and Secure
• Understanding of ITIL concepts and Service Now (SMP) processes

• PMP Certification or two (2) additional years of experience

• Ability to pass federal background investigation and obtain a Public Trust clearance (federal contract position; adjudication determined by government)

• Prolonged periods of computer desk work
• Dexterity to operate a keyboard and computer components
• Ability to communicate effectively in person, by phone, and virtually
• Ability to learn new tasks, maintain focus, and work under deadlines
• Ability to lift up to 50 lbs and to move equipment as needed

Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. EEO/AA:
Disabled/Vets. Please review your rights under EEO policy. If you need accommodation applying for employment, contact our Recruiting department at  or

• Entry level

• Full-time

• Information Technology

• IT Services and IT Consulting