Technical Support Technician

Job Summary

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)