Technical Support Specialist

Allen, TX, US • Posted 19 days ago • Updated 19 days ago
Contract W2
On-site
$20 - $27/hr
Fitment

Dice Job Match Score™

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Job Details

Skills

  • TCP/IP
  • hardware
  • Virtualization

Summary

Job Description

The Tier I Technical Support Representative provides frontline technical support to law enforcement customers. The role involves diagnosing and resolving technical issues through phone, web, and email while maintaining clear communication throughout the issue resolution lifecycle.

Key Responsibilities

  • Answer inbound and make outbound technical support calls (30 40 calls per day)
  • Self-assign and take full ownership of support tickets
  • Diagnose and resolve hardware, software, and network issues
  • Document product issues, workarounds, and fixes
  • Communicate outage notifications and ticket status updates to customers
  • Follow internal escalation procedures
  • Interface with Tier II support as required
  • Maintain and contribute to the online Knowledge Base
  • Provide technical assistance to Regional Sales Managers
  • Participate in after-hours support rotation
  • Act as a customer advocate

Experience Requirements

  • 2 3+ years of IT helpdesk and/or application support experience
  • Strong troubleshooting experience across hardware, software, and networking
  • Experience with RAID technologies and virtual disks
  • SQL Server queries and updates
  • Windows Server 2016/2012/2008 and Windows 7/8/10
  • Linux CLI experience (Ubuntu/CentOS preferred)
  • Azure Cloud familiarity
  • Active Directory and DNS
  • Routers, switches, VLANs, VPN, DHCP, TCP/IP
  • Wi-Fi technologies
  • Virtualization (Hyper-V, VMware)
  • Internet protocols and certificates (HTTPS, SSL/TLS)
  • PowerShell scripting
  • Ability to write Knowledge Base articles and FAQs
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 10123373
  • Position Id: SUCDEE7889
  • Posted 19 days ago
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