Epsilon Inc., an AMERICAN SYSTEMS Company

System Administrator

• support the reliability, security, and performance of Red Hat Enterprise Linux (RHEL) environments
• focus on day-to-day operations, patching, incident response, and system monitoring
• follow established change management processes and respond to service requests and incidents
• configure servers for monitoring and contribute to projects
• administer and maintain Red Hat Enterprise Linux systems
• apply system patches and updates using Red Hat Satellite
• configure and maintain monitoring of servers using SolarWinds Orion
• respond to incidents and service requests
• participate in project-based work, including deployments and upgrades
• monitor system performance and availability
• follow security and compliance requirements

Linux Systems Administrator II

Project Manager

• Lead IT operations for an experienced team supporting critical government infrastructure across multiple secure customer networks.
• Manage Network Administration, System Administration, and Help Desk teams while serving as the primary operational interface with government customers.
• Work closely with the Program Manager to drive operational excellence, own incident response and service delivery, and shape IT strategy in a mission-critical DoD environment.
• Own day-to-day IT operations across multiple customer networks and locations, maintaining system availability, performance, and SLA compliance.
• Lead incident response and problem resolution, coordinating cross-functional teams to restore critical services.
• Responsible for operational efficiency initiatives and implementing ITIL best practices (Incident, Problem, Change, Event Management).
• Directly manages operational teams including section leads for Network Administration, System Administration, and Help Desk.
• Build strong teams through performance management, staff development, training programs, and on-call rotation management.
• Act as primary operational point of contact for government customers, delivering responsive service and issue resolution.

IT Operations Project Manager III

• Support the reliability, security, and performance of Red Hat Enterprise Linux (RHEL) environments
• Focus on day-to-day operations, patching, incident response, and system monitoring within a highly regulated federal environment
• Follow established change management processes
• Respond to service requests and incidents
• Configure servers for monitoring
• Contribute to small- to medium-scale projects
• Administer and maintain Red Hat Enterprise Linux systems, ensuring compliance with customer standards and policies
• Apply system patches and updates using Red Hat Satellite
• Configure and maintain monitoring of servers using SolarWinds Orion
• Respond to incidents and service requests, working within defined SLAs
• Participate in project-based work, including deployments, upgrades, and process improvements
• Collaborate with team members to document procedures, configurations, and troubleshooting steps
• Monitor system performance and availability, escalating issues as needed
• Follow security and compliance requirements, coordinating with cybersecurity teams when necessary
• Participate in on-call after hours IT infrastructure support rotation
• Track and manage work using approved ITSM tools.

• Support the reliability, security, and performance of Red Hat Enterprise Linux (RHEL) environments.
• Administer and maintain Red Hat Enterprise Linux systems, ensuring compliance with customer standards and policies.
• Apply system patches and updates using Red Hat Satellite in accordance with established change management and patching processes.
• Configure and maintain monitoring of servers using SolarWinds Orion, including adding and managing server nodes.
• Respond to incidents and service requests, working within defined SLAs.
• Participate in project-based work, including deployments, upgrades, and process improvements.
• Collaborate with team members to document procedures, configurations, and troubleshooting steps.
• Monitor system performance and availability, escalating issues as needed.
• Follow security and compliance requirements, coordinating with cybersecurity teams when necessary.
• Participate in on-call after hours IT infrastructure support rotation.
• Track and manage work using approved ITSM tools.

Customer Support

• Answer general questions from callers using available knowledge base, USPTO website, or other reference material
• Assist with MyUSPTO account issues and other website systems related support calls
• Answer incoming calls and retrieve voicemails, ensuring that calls are answered the same day
• Transfer customers to appropriate secondary call centers as needed
• Review and respond to incoming e-mails regarding patents, trademarks, publications, data quality, and products and services
• Use knowledge base of pre-approved responses to answer inquiries or requests consistently and accurately
• Use the Customer Contact Management System to track and enter detailed information of all inquiries/requests received

Customer Service Representative

• support the reliability, security, and performance of Red Hat Enterprise Linux (RHEL) environments
• focus on day-to-day operations, patching, incident response, and system monitoring within a highly regulated federal environment
• follow established change management processes
• respond to service requests and incidents
• configure servers for monitoring
• contribute to small- to medium-scale projects
• administer and maintain Red Hat Enterprise Linux systems
• apply system patches and updates
• configure and maintain monitoring of servers using SolarWinds Orion
• respond to incidents and service requests
• participate in project-based work
• collaborate with team members to document procedures, configurations, and troubleshooting steps
• monitor system performance and availability
• follow security and compliance requirements
• participate in on-call after hours IT infrastructure support rotation
• track and manage work using approved ITSM tools

• support the reliability, security, and performance of Red Hat Enterprise Linux (RHEL) environments
• focus on day-to-day operations, patching, incident response, and system monitoring within a highly regulated federal environment
• follow established change management processes and respond to service requests and incidents
• configure servers for monitoring and contribute to small- to medium-scale projects
• administer and maintain Red Hat Enterprise Linux systems, ensuring compliance with customer standards and policies
• apply system patches and updates using Red Hat Satellite in accordance with established change management and patching processes
• configure and maintain monitoring of servers using SolarWinds Orion
• respond to incidents and service requests, working within defined SLAs
• participate in project-based work, including deployments, upgrades, and process improvements
• collaborate with team members to document procedures, configurations, and troubleshooting steps
• monitor system performance and availability, escalating issues as needed
• follow security and compliance requirements, coordinating with cybersecurity teams when necessary
• participate in on-call after hours IT infrastructure support rotation
• track and manage work using approved ITSM tools

Call Center Representative

• Provide customer service, operational and technical support to external Patent and Trademark customers
• Provide guidance on patent and trademark application processes and procedures
• Respond to phone calls and emails pertaining to filing issues
• Aid customers with accessing and filing patent application information
• Complete technical troubleshooting
• Provide responses to the customer and provide follow-up information as appropriate
• Monitor mailboxes for issues and respond to internal and external emails
• Manage and file customer information
• Participate in virtual new hire and refresher training sessions as needed

Contact Center Agent I

• Provide desktop support for users, including PCs, laptops, tablets, mobile devices, and printers
• Assist in ensuring compliance with licensing, regulatory, and security requirements
• Support the IT Service Desk by handling basic technical issues
• Assist in installing and maintaining software and hardware according to established standards and procedures
• Assist with Microsoft Teams Rooms by troubleshooting issues and managing equipment
• Assist in coordinating with Mobile Device Manager for mobile device issuance and replacement
• Assist with automated software deployments and maintaining hardware/software inventories
• Support Cyber Security Specialists during response activities
• Assist in maintaining accurate records of hardware and software inventory
• Assist in installing and configuring stand-alone and network printers
• Provide basic support for Microsoft Teams Rooms and troubleshooting associated issues
• Assist in site visits for software upgrades and basic computer-related issue resolution
• Provide tier 1 support for Entrust-related issues and ensure timely resolution of requests
• Assist with the setup and delivery of new desktops and laptops
• Assist in ensuring proper disposal of surplus IT software and hardware according to policy

Desktop Support Specialist I

• provide desktop support for users, including PCs, laptops, tablets, mobile devices, and printers
• assist in ensuring compliance with licensing, regulatory, and security requirements
• support the IT Service Desk by handling basic technical issues
• assist in installing and maintaining software and hardware according to established standards and procedures
• assist with Microsoft Teams Rooms by troubleshooting issues and managing equipment
• assist in coordinating with Mobile Device Manager for mobile device issuance and replacement
• assist with automated software deployments and maintaining hardware/software inventories
• support Cyber Security Specialists during response activities
• assist in maintaining accurate records of hardware and software inventory
• assist in installing and configuring stand-alone and network printers
• provide basic support for Microsoft Teams Rooms and troubleshooting associated issues
• assist in site visits for software upgrades and basic computer-related issue resolution
• provide tier 1 support for Entrust-related issues and ensure timely resolution of requests
• assist with the setup and delivery of new desktops and laptops
• assist in ensuring proper disposal of surplus IT software and hardware according to policy

• Assist stakeholders in navigating the U.S. Patent and Trademark systems
• Provide clear and consistent solutions
• Empower customers by removing barriers

Contact Center Agent

• Provide system administration focusing on Windows and Red Hat Linux
• Manage critical hardware components like Dell-EMC and HPE Servers
• Plan, coordinate, and execute installation and maintenance of systems
• Ensure compliance with configuration management processes
• Perform standard system administration duties
• Monitor and maintain critical infrastructure
• Provide technical support to end-users
• Create and maintain documentation for system processes

SCADA Systems Administrator I

Technical Writer

• Create, prepare, edit, maintain high-quality technical documentation, and distribute internal and external customer facing communications and user guides
• Assist in the creation and maintenance of security policies that align with industry best practices and regulatory requirements
• Create, update, and maintain security policies, procedures, guidelines, incident response plans, and other security-related documentation
• Create various communication products such as displays, booklets, documentation (e.g. Service Advisories, Tech Tips, eBiz Notifications, System 411 Notifications) and pamphlets
• Work closely with the security team, IT, engineering, and other cross-functional teams to gather information and ensure the accuracy and relevance of security documentation
• Review and edit security content produced by other team members to ensure consistency, clarity, and technical accuracy
• Organize and manage security documentation sets, ensuring they are up-to-date, accessible, and comply with industry standards and regulatory requirements
• Provide documentation support for security audits and compliance initiatives, ensuring that all security documentation is audit ready
• Gather and incorporate feedback from users, stakeholders, and auditors to continuously improve the quality and effectiveness of security documentation
• Identify and implement improvements to documentation processes and tools, particularly in the area of security, to enhance efficiency and quality
• Manage multiple versions of security documentation as policies and procedures evolve, ensuring that all documentation is properly versioned and archived

Linux Systems Administrator II

IT Operations Project Manager III

Linux Systems Administrator II

Linux Systems Administrator II

Customer Service Representative

Linux Systems Administrator II

Linux Systems Administrator II

Contact Center Agent I

Desktop Support Specialist I

Desktop Support Specialist I

Contact Center Agent

SCADA Systems Administrator I

Technical Writer II