Customer Technical Support Specialist (NEN)

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.

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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

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