Technical Support Specialist

THIS IS NOT A DESK-TOP SUPPORT ROLE.

Technical Support Specialist II

Location: Allen, TX 75002

Pay Rate: $25/hour

Work Arrangement: Onsite

Schedule: Monday–Friday, 8 hours per day, 40 hours per week. Hours may fall between 6:00 AM and 6:00 PM.

Clearance: CJIS clearance required after offer.

Position Overview

We are seeking a customer-focused Technical Support Specialist II to provide technical assistance to law enforcement customers. This is not a traditional desktop support role. The ideal candidate will have strong technical troubleshooting skills across Windows, Linux, networking, and software applications, along with excellent communication and problem-solving abilities.

In this role, you will diagnose and resolve technical issues, manage support tickets, communicate with customers throughout the resolution process, and collaborate with Product and Engineering teams to investigate and resolve complex problems.

Key Responsibilities

• Handle approximately 30–40 inbound and outbound technical support calls daily.
• Diagnose and resolve hardware, software, application, operating system, and networking issues.
• Take ownership of support tickets, track progress, and ensure timely resolution.
• Communicate service outages, ticket updates, workarounds, and resolutions to customers.
• Document technical issues accurately and follow established escalation procedures.
• Collaborate with Product and Engineering teams to communicate customer issues, identify root causes, and support resolution.
• Maintain and update knowledge base articles, FAQs, and troubleshooting documentation.
• Provide technical assistance to Regional Sales Managers as needed.
• Maintain strong customer relationships and advocate for customer needs throughout the support process.
• Participate in after-hours customer support when required.

Required Qualifications

• 2–3+ years of experience in technical support, application support, or a related technical support role.
• Strong troubleshooting skills across operating systems, software, hardware, and networking.
• Working knowledge of Windows Server environments, including Windows Server 2008, 2012, and 2016, and Windows desktop operating systems.
• Experience using Linux command-line tools; Ubuntu or CentOS experience preferred.
• Knowledge of networking fundamentals, including TCP/IP, DHCP, VLANs, VPNs, routers, switches, and Wi-Fi technologies.
• Familiarity with internet protocols and security certificates, including HTTPS and SSL/TLS.
• Strong customer service, written communication, and verbal communication skills.
• Ability to manage multiple tickets, prioritize issues, and work effectively in a fast-paced support environment.
• Willingness to work onsite in Allen, TX and complete CJIS clearance requirements after offer.

Preferred Qualifications

• Experience supporting applications or customer-facing software products.
• Familiarity with Azure Cloud and container technologies.
• Knowledge of Hyper-V or VMware virtualization platforms.
• Experience with PowerShell scripting.
• Familiarity with ITIL practices and incident management.
• Experience creating user-friendly knowledge base articles and FAQs.
• Certifications such as CompTIA A+, CompTIA Network+, CCNA, MCP, or MCSE.