Job Title: Technical Support Specialist
Location: Allen, TX 75002
Duration: Temp to Hire (initial 6 months, possible hire at 3–6 months)
Hours vary between 7AM–6PM, working an 8 hour shift (40 hrs/week)
Note: Must pass CJIS background check

Job Overview
This Tier I Technical Support Representative supports the MSI Video & Analytics team, providing frontline technical support for:

• In Car Dash Cameras
• Body Worn Cameras
• Evidence Management Software

Job Description

• The Tier I Tech Support Representative interacts directly with law enforcement customers, diagnosing and resolving technical issues via:

• Phone
• Web
• Email

• Direct customer interaction
• They maintain critical cross?department relationships throughout the problem/resolution cycle and ensure clear communication around outages, escalations, and ticket status.

 
Responsibilities

• Answer inbound and make outbound technical support calls (30–40 calls/day)
• Self assign and take full ownership of support tickets
• Diagnose and resolve hardware/software/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 needed
• Help maintain 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
   

Extensive troubleshooting experience across:

• Hardware
• Software
• Networking
• RAID technologies & virtual disk experience
• SQL Server queries/updates
• Windows Server (2016/2012/2008) + Windows 7/8/10
• Linux CLI experience (Ubuntu/CentOS preferred)
• Azure Cloud familiarity
• Active Directory, DNS
• Routers, switches, VLANs, VPN, DHCP, TCP/IP
• WiFi technologies
• Virtualization (Hyper?V, VMware)
• Internet protocols & certificates (HTTPS, SSL/TLS, etc.)
• PowerShell scripting
• Ability to write Knowledge Base articles & FAQs
   

Education & Certifications

• High school diploma minimum; IT?related degree preferred
   

Preferred certifications:

• CompTIA A+
• MCP
• MCSE
• CAN
• CCNA
• Linux certifications

Must have one or both of the following:

• Linux experience
• Windows OS experience + certification (CCNA, MCSE, CompTIA, etc.)

 
 
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: $ 25.00/hr.