• Customer Technical Support Specialist (NEN)

    EPS Corporation (Dahlgren, VA)


    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