Technical Support Specialist

Duties and Responsibilities:

• With remote access to customer systems, Install or troubleshoot the company s proprietary Software, identify the problematic root cause on hardware equipment such as laptops, servers, and IP cameras.


• Provide courteous and knowledgeable troubleshooting support over the phone and via email.


• Ensure timely and accurate set up of all systems.


• Phone Support during regular business hours and on-call availability during off hours.


• Monitor Chat sessions to assist other team members.


• Test systems to ensure they are working correctly.


• May be required to adjust systems, including software or hardware, to make equipment functional depending upon the environment.


• Follow the department process, procedure, and metrics for a technical support II technician


• Maintain a log of customers issues, interactions, and troubleshooting steps in the department ticketing system


• Train customers on use of systems including software, hardware and installation.


• Multi-task and have excellent time management skills


• Understand the severity of an issue and escalate issues efficiently and appropriately.


• Demonstrated strong work ethic.

Basic Requirements:

• High School Diploma or equivalent and 2+ years of Technical


• Troubleshooting experience and/or 2+ years of customer service experience


• Must be able to obtain background clearance as required by government customers


• 2+ years of Networking Experience Preferred


• 2+ years of customer service experience Preferred