Job Title: Technical Support Specialist
Location: Allen, TX 75002
Duration: 6 Months
 
Note: Position requires that the first 1 weeks of training will be on-site at the Fort Worth, TX location.

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

 
Skills/Requirements:

• Service Now
• Google Suite
• Bomgar
• Windows
   

Note:

• Must be able to pass a CJIS Background Check for all 50 states
• Work experience in a public safety environment desired

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 27.00/hr.