• Customer Technical Support Specialist (Help Desk)

    EPS Corporation (Dahlgren, VA)


    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