EPS ยท 1 month ago
Customer Technical Support Specialist (NEN)
Dahlgren, VA
Full-time
Hybrid
Entry, Mid Level
$75K/yr - $85K/yr
2+ years expEPS 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.
Manufacturing
No H1B
Security Clearance RequiredU.S. Citizen Only
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
Qualification
Required
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
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
Benefits
401(k)
Dental insurance
Flexible schedule
Health insurance
Paid time off
Tuition reimbursement
Company
EPS
Engineered Polymer Solutions provides high performance resins and colorants for the coatings and adhesives industries.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase