Today
Secret
Unspecified
Unspecified
Business - Support
Dahlgren, VA (On-Site/Office)
EPS Corporation is seeking a dedicated Customer 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 the Network Enterprise Network (NEN) environment.
Requirements
Key Responsibilities
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
Requirements
Key Responsibilities
- Serve as the primary point of contact for technical inquiries via phone, email, or in-person communication.
- Provide on-site and remote support to 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.
- Two (2) years of professional experience in customer service and interpersonal communications.
- Demonstrated experience handling technical telephone inquiries and providing on-site technical support.
- Knowledge of troubleshooting techniques for standard IT systems, networks, and software applications.
- Must meet DoD 8570 IAT Level II certification requirements (e.g., Security+ CE, CCNA Security, or equivalent).
- Must possess an active T3 investigation (or ability to obtain).
- Strong communication skills and the ability to explain technical information clearly to non-technical users.
- Experience working within a Department of Defense (DoD) or Federal technical support environment.
- Familiarity with ITIL service management practices.
- Working knowledge of BMC 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
group id: RTL267133
