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