Senior Customer Technical Support Specialist

Senior Customer Technical Support Specialist - (755)

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.

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 Service Now
.

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.

Six (6) years of professional experience in Industry, Federal, or DoD Help Desk Support.

Hands‑on experience with BMC Remedy
, Service Now
, 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.

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.