Senior Customer Technical Support Specialist

EPS Corporation is seeking a highly skilled Senior Customer Technical Support Specialist to 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.

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 as BMC Remedy or ServiceNow.

• 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) years of professional experience in Industry, Federal, or DoD Help Desk Support.

• Hands-on experience with BMC Remedy, ServiceNow, or similar help desk management tools.

• Must meet DoD IAT Level III certification requirements (e.g., CASP , CISSP, or equivalent).

• Must hold an active T3 investigation and Secret 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.

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