Technical Support Specialist

Job Title: Technical Support Specialist Location: Allen, TX 75002 Duration: 6 to 12 months Interview Format: Onsite Security Checks: CJIS required. Candidate may be required to pay $201.64 for fingerprinting and submit an expense. Description As a Technical Support Technician, you will join a team providing remote support to customers across the military, public safety, and mission critical infrastructure sectors. You will act as a catalyst for high quality, timely service while collaborating with engineering and product teams to drive improvements based on customer feedback. We are seeking a high energy, forward‑thinking professional with strong technical expertise and the ability to communicate complex concepts to diverse audiences. This position supports 24/7 operations. Training is two months, 7 am to 4 pm CST. Hours of operations are 7 am to 6 pm, shift will be based on business need. AI tools are required in the day‑to‑day workflow for all. The use of these tools is monitored. Anyone considered for this role must be willing and able to adapt to using AI. Summary As a Technical Support Technician II, you will perform both technical and administrative responsibilities supporting day‑to‑day operations and ensuring service excellence. Responsibilities Customer Support Serve as the primary point of contact via phone, email, and other communication channels. Respond to incidents in compliance with service level agreements. Manage sensitive customer interactions with transparency and professionalism. Incident Management Escalate incidents that cannot be resolved within defined timelines. Track and drive issues through full resolution and restoration of service. Manage the end‑to‑end incident lifecycle including root cause identification. Documentation & Knowledge Management Accurately document triage details and resolution steps. Utilize existing knowledge articles to resolve known issues. Create new knowledge articles for undocumented solutions. Operational Excellence Ensure support metrics and performance expectations are consistently met. Maintain security and accuracy of operational data. Stay current on systems, tools, and applications. Collaboration Build strong relationships with internal and external stakeholders. Collaborate across cross‑functional teams. Actively participate in training and development. Continuous Improvement Identify opportunities to improve workflows and support processes. Champion adoption of next‑generation technologies including AI. Maintain compliance with all corporate security, quality, and operational policies. Work Environment 24/7 operations including shift work and weekends. Self‑starter who manages priorities with minimal supervision. Required Skills Technical Expertise Experience in a remote technical support environment. Strong networking knowledge including protocols, infrastructure, and troubleshooting. Familiarity with WAN, LAN, routers, and firewalls. Knowledge of VoIP and IP telephony. RF trunking and communication network knowledge. Systems & Tools Working knowledge of Windows and Office or equivalent. Familiarity with mobile radio technologies. Understanding of information security best practices. Foundational ITIL knowledge. Professional Skills Strong troubleshooting and analytical abilities. Excellent verbal, written, and presentation skills. High attention to detail. Ability to manage multiple tasks and priorities. Strong time management skills. Ability to work independently with minimal supervision. Basic Requirements Security Clearance Ability to obtain and maintain required background clearance. Must be able to obtain Criminal Justice Information Systems certification (CJIS). Education Associate level or equivalent technical education required. Experience Minimum of 3 years of experience in a technical role. Certifications (Preferred) Network+ (preferred). A+. Security+. AI related certifications. #J-18808-Ljbffr