• Senior Customer Technical Support Specialist

    EPS Corporation (Dahlgren, VA)


    Senior Customer Technical Support Specialist - (755)

     

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    Job Title

     

    Senior Customer Technical Support Specialist

     

    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 highly skilledSenior Customer Technical Support Specialistto join our dynamic team. The ideal candidate will have a strong background in Federal or DoD help desk environments and a proven track record of delivering exceptional technical support using enterprise-level tools.

    Requirements

    Key Responsibilities

    + Provide advanced technical support to end users in Industry, Federal, or DoD environments.

    + Troubleshoot, diagnose, and resolve complex issues using help desk systems such asBMC RemedyorServiceNow.

    + Escalate issues as needed and ensure timely resolution in compliance with established service-level agreements (SLAs).

    + Maintain accurate documentation of all support activities, incident reports, and resolutions.

    + Support system access requests, password resets, and account management following established security protocols.

    + Collaborate with cross-functional teams to improve help desk efficiency and user satisfaction.

    Required Qualifications

    + Six (6) yearsof professional experience in Industry, Federal, or DoD Help Desk Support.

    + Hands-on experience withBMC Remedy,ServiceNow, or similar help desk management tools.

    + Must meetDoD IAT Level IIIcertification requirements (e.g., CASP+, CISSP, or equivalent).

    + Must hold an activeT3 investigationandSecret Security Clearance.

    + Strong communication, analytical, and customer service skills.

    Preferred Qualifications

    + Experience supporting classified environments or secure networks.

    + Familiarity with ITIL processes and service management best practices.

     

    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