Today
Secret
Unspecified
Unspecified
IT - Support
Dahlgren, VA (On-Site/Office)
EPS Corporation is seeking a Customer 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
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 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 as BMC Remedy or ServiceNow.
- 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.
- Two (2) years of professional experience in Industry, Federal, or DoD Help Desk Support.
- Proficiency with BMC Remedy, ServiceNow, or other enterprise-level help desk tools.
- 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).
- Excellent communication, problem-solving, and customer service skills.
- Ability to work in a team-oriented, fast-paced environment supporting mission-critical operations.
- Experience supporting users in classified or secure environments.
- Familiarity with ITIL processes 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
group id: RTL267133
