Job Information
EPS Corporation Customer Technical Support Specialist (Help Desk) - (756) in Dahlgren, Virginia
Customer Technical Support Specialist (Help Desk) - (756)
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Job Title
Customer Technical Support Specialist (Help Desk)
Location
Dahlgren, VA 22448 US (Primary)
Job Type
Full-time
Education
Some College Coursework Completed
Career Level
Experienced (Non-Manager)
Category
Information Technology
Job Description
EPS Corporation is seeking aCustomer Technical Support Specialist (Help Desk)to provide high-quality technical assistance and customer service in support of Industry, Federal, or Department of Defense (DoD) operations. The ideal candidate will be a motivated, detail-oriented professional with hands-on experience using enterprise-level help desk systems and a commitment to delivering superior support.
Requirements
Key Responsibilities
Serve as the first point of contact for users requiring technical support, responding to inquiries via phone, email, and ticketing systems.
Troubleshoot and resolve hardware, software, and network issues using tools such asBMC RemedyorServiceNow.
Document all incidents, service requests, and problem resolutions accurately within the help desk system.
Escalate complex issues to higher-level support teams when necessary, ensuring timely and effective resolution.
Maintain user accounts, permissions, and access in accordance with security and organizational policies.
Support service improvement initiatives and assist in identifying recurring issues to enhance system performance and user satisfaction.
Required Qualifications
Two (2) yearsof professional experience in Industry, Federal, orDoD Help Desk Support.
Proficiency withBMC Remedy,ServiceNow, or other enterprise-level help desk tools.
Must meetDoD 8570 IAT Level IIcertification requirements (e.g., Security+ CE, CCNA Security, or equivalent).
Must possess an activeT3 investigation(or ability to obtain).
Excellent communication, problem-solving, and customer service skills.
Ability to work in a team-oriented, fast-paced environment supporting mission-critical operations.
Preferred Qualifications
Experience supporting users in classified or secure environments.
Familiarity withITILprocesses or formal service management frameworks.
Desired Skills/Other Considerations
EPS Corporation is an equal opportunity employer. Qualified candidates will be considered without regard to legally protected characteristics.
Type of Security Clearance Required
Secret