Customer Technical Support Specialist; Help Desk

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.

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 Service Now
.

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.

Two (2) years of professional experience in Industry, Federal, or DoD Help Desk Support.

Proficiency with BMC Remedy
, Service Now
, 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.

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.