Customer Support Technician I

About Our Client

The organization operates in the safety and security technology sector, focusing on developing and connecting solutions that protect individuals, property, and places. It addresses the critical challenge of enhancing safety across various environments such as communities, schools, hospitals, and businesses through collaborative technology platforms.

About the Opportunity

The Customer Support Technician I role is responsible for delivering post-sales technical support for a proprietary Computer Aided Dispatch solution. This position ensures customer issues are resolved efficiently, contributing to the overall safety mission by maintaining reliable operation of critical software and hardware systems.

Responsibilities

• Provide first- and second-level technical support via phone, email, chat, and in-person.
• Troubleshoot hardware, software, operating systems, network connectivity, and application issues.
• Configure, deploy, and maintain end-user devices including desktops, laptops, and mobile devices.
• Install and support various software applications.
• Assist with network diagnostics and resolve basic connectivity problems.
• Create and update knowledge base documentation.
• Escalate complex issues to advanced support teams.
• Follow up to ensure resolution of issues.
• Adhere to IT service management best practices.
• Participate in shift work and on-call rotations as required.

Requirements

• High School Diploma.
• Minimum 2 years of experience in technical support.
• Knowledge of Windows and/or Linux operating systems.
• Experience troubleshooting hardware and software.
• Understanding of networking concepts (TCP/IP, DNS, DHCP).
• Support experience with mobile devices (iOS, Android).
• Strong problem-solving and communication skills.
• Ability to work independently and in a team.
• Capacity to manage multiple tasks and prioritize effectively.
• Commitment to customer service excellence.
• Ability to obtain required background clearance.
• Legal authorization to work in the U.S. without sponsorship.

Pay

Target base salary range: $55,000 to $60,000, dependent on knowledge, skills, and experience.

Benefits

• Incentive bonus plans.
• Medical, dental, and vision insurance.
• 401(k) plan with company match.
• Ten paid holidays.
• Generous paid time off packages.
• Employee stock purchase plan.
• Paid parental and family leave.