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.)
Applicant Notices & Disclaimers
For information on benefits, equal opportunity employment, and location-specific applicant notices, click here
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.
