Network Support Technician

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Network Support Technician
Required Clearance:
Must be able to pass federal background investigation and obtain a Public Trust
Location:
Boston, MA
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:
Must hold U.S Citizenship or Permanent Resident Status
2 years experience as network technician or relevant 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 Demands and Work Environment:
The physical demands and work environment characteristics described here represent those an employee may encounter while performing the job's essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands: While performing this job's duties, this position requires the ability to sit for potentially long periods throughout the workday. Hearing should be 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 without experiencing abnormal hand, wrist, or eye strain. 
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
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.
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