Job Information
EPS Corporation Customer Technical Support Specialist (NEN) - (757) in Dahlgren, Virginia
Customer Technical Support Specialist (NEN) - (757)
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Job Title
Customer Technical Support Specialist (NEN)
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 a dedicatedCustomer Technical Support Specialist (NEN)to provide exceptional customer service and technical support to employees and end users. This position plays a key role in resolving technical issues, ensuring operational efficiency, and maintaining high levels of user satisfaction within theNetwork Enterprise Network (NEN)environment.
Requirements
Key Responsibilities
Serve as the primary point of contact fortechnical inquiriesvia phone, email, or in-person communication.
Provideon-site and remote supportto employees regarding NEN-assigned systems, applications, and devices.
Troubleshoot and resolve hardware, software, and network-related issues promptly and accurately.
Document all service requests, incidents, and resolutions within the designated help desk system.
Escalate complex technical issues to higher-tier support when necessary while maintaining communication with the end user.
Support user account management, system access, and password resets in compliance with security policies.
Deliver professional and courteous customer service, maintaining a positive and helpful attitude at all times.
Required Qualifications
Two (2) yearsof professional experience incustomer serviceandinterpersonal communications.
Demonstrated experience handlingtechnical telephone inquiriesand providingon-site technical support.
Knowledge of troubleshooting techniques for standard IT systems, networks, and software applications.
Must meetDoD 8570 IAT Level IIcertification requirements (e.g., Security+ CE, CCNA Security, or equivalent).
Must possess an activeT3 investigation(or ability to obtain).
Strong communication skills and the ability to explain technical information clearly to non-technical users.
Preferred Qualifications
Experience working within aDepartment of Defense (DoD)or Federal technical support environment.
Familiarity withITIL service managementpractices.
Working knowledge ofBMC Remedy,ServiceNow, or other enterprise ticketing systems.
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