Customer Technical Support Specialist (Help Desk)

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.

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.

Required Qualifications

• 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.

Preferred Qualifications

• Experience supporting users in classified or secure environments.

• Familiarity with ITIL processes or formal service management frameworks.

EPS Corporation is an equal opportunity employer. Qualified candidates will be considered without regard to legally protected characteristics.