Elite Government Strategy

Provide Tier 1 technical support via phone, email, and ticketing system for hardware, software, network, and user account issues, document resolutions, escalate complex problems, and contribute to knowledge sharing. | 2-3 years help desk or IT support experience, proficiency with Windows 10/11 and Office 365, basic networking knowledge, strong communication and organizational skills, familiarity with ticketing systems, and ability to work swing shifts. | Full job description Position Summary: EGS is seeking a proactive and technically skilled Help Desk Technician (Tier 1) to join our dynamic IT support team. This position provides advanced front-line technical support to internal staff and external customers, resolving a wide range of issues including system access, hardware, software, application, and network troubleshooting. Candidates must be able to work Mon-Fri Swing & Mid shift. Ideal candidates will demonstrate strong communication, organizational, and problem-solving abilities, along with a customer-first mindset and the drive to continuously grow their technical skillset. This is a high-visibility role with opportunities for advancement and development. Key Responsibilities: Provide timely and professional technical support via phone, email, and ticketing system (ConnectWise) for desktop and application issues. Troubleshoot and resolve problems related to: User accounts and password resets Microsoft Windows 10 and 11, and Microsoft Office 365 applications Network connectivity (wired and wireless) Printers, scanners, and peripheral devices Mobile devices (iOS/Android) Assist users with proper hardware and software configurations. Document detailed technical steps and resolutions in the ticketing system. Escalate complex or unresolved issues to Tier 2 support with appropriate documentation. Author and maintain internal knowledgebase articles and user guides for self-service support. Participate in team knowledge sharing and contribute to continuous improvement of IT processes. Provide occasional end-user training or onboarding assistance for common tools and systems. Required Skills and Qualifications: Proficiency with: Windows 10/11 desktop operating systems Microsoft Office 365 suite (Outlook, Word, Excel, Teams, OneDrive) Basic networking concepts (IP, DNS, DHCP, VPN) Excellent interpersonal and communication skills Ability to translate technical information to non-technical users. Strong organizational skills and a commitment to follow-through. Self-motivated with a passion for problem-solving and customer satisfaction. Ability to handle multiple tasks and prioritize effectively in a fast-paced environment. Familiarity with ticketing systems (ConnectWise preferred) and documentation best practices. Ability to work 1:00 - 10:00 PM ET, M-F. Preferred Skills: Experience with Windows Server environments (Active Directory, Group Policy) Exposure to SQL, scripting, or automation tools (PowerShell) Familiarity with Mac OS Experience with enterprise systems such as Deltek Costpoint or similar ERP platforms Basic understanding of cybersecurity principles and best practices Preferred Education & Experience: Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field preferred. 2-3 years of experience in a help desk or IT support role. 2+ years of experience in a customer service or technical support setting. Other Requirements: Successful completion of a background investigation and credit check is required.

Manage, organize, and maintain shipping records and files using electronic and paper systems. | High school diploma or GED, 6+ months experience with computers and scanners, valid driver's license, and ability to follow filing procedures. | Summary: The Date Entry Clerk creates, receives, processes, maintains, retrieves, and retires shipping (manifest) records. Duties and Responsibilities: • Receive and distribute paper shipping records, electronic data files, and electronic data uploads. • Record information in logs and automated tracking systems or other electronic information or record-keeping systems concerning files (e.g., add, delete, update, modify, and correct tracking records. Scan files, check files in, check files out, transfer files, retire files, and recycle files, etc.). • Research information systems and find aids to identify and locate files. • Identify, organize, describe, and label record materials as necessary. • Interfile documents into files, refile sections, create new file sections physically and on the electronic system, label files and attach bar code labels to them, scan documents, and create electronic file folders. • Retrieve files and process them for delivery to requestors. • Maintain files, including removing duplicate copies of records, preparing substitute closure forms when missing, replacing worn or improperly labeled folders, and redistributing files on the shelves, etc. • Prepare files for transfer to other units or for retirement to the federal records center by labeling, listing, boxing, and otherwise processing them. • Conduct regular shelf reading and other quality control inventories of files being maintained in all paper and electronic formats. • Other duties as assigned. Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.) • High school diploma or GED equivalent is required • 6+ months of on-the-job experience using a computer terminal, a scanner, and electronic document management tools and software • Must possess a valid driver’s license • Background check is required Knowledge, Skills, and Abilities: • EPA Records Clerk experience desired, but not required. • Knowledge of filing procedures and techniques. • Ability to maintain files, including the ability to interpret and apply records policy and filing techniques in a variety of situations. • A firm grasp of knowledge of numerical, alphabetical, and chronological sequencing. • Ability to type proficiently. • Ability to work individually in teams and interact tactfully with government staff. • Ability to read, write, and speak English and understand and follow procedures. • Demonstrated ability to deal simultaneously and calmly with several crises to determine the relative importance of each. • Demonstrated ability to recognize important users of the service and to accord them priority attention.