Technical Support Technician

To support day-to-day operations, the contract Technical Support Technician will provide remote assistance to customers in military, public safety, and mission-critical infrastructure sectors, ensuring service excellence through effective incident management and collaboration with engineering teams. Key responsibilities: Serve as the primary point of contact for customer support via various communication channels, responding to incidents in compliance with service level agreements Manage the end-to-end incident lifecycle, including escalation of unresolved issues and documentation of resolution steps Identify opportunities for workflow improvements and collaborate with cross-functional teams to enhance service delivery Required qualifications: Associate level or equivalent technical education required Minimum of 3 years of experience in a technical role, preferably in a remote support environment Strong networking knowledge, including familiarity with WAN, LAN, routers, firewalls, and VoIP technologies Understanding of information security best practices and foundational ITIL knowledge Must be able to obtain Criminal Justice Information Systems certification (CJIS)