Technical Customer Support 1

Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge company strives to become the most trusted, data-centric emergency services partner by uniting fragmented communications into actionable intelligence for first responders. At Intrado, all of our work truly matters.

About the role

Intrado is looking to hire a Tier 1 Technical Support Specialist - Service Desk in our Longmont office on our Life & Safety team. This hybrid role offers the opportunity to work at least two days from home.

Responsibilities

• Provide initial response and basic troubleshooting for customer or internal employee-related issues
• Take initial calls and provide basic support, dispatching to Tier II as necessary
• Open, track, and close all trouble tickets, ensuring issues are accurately documented
• Prepare and distribute a variety of metrics reports (e.g., trouble tickets) as requested by supervisor
• Participate in departmental projects, including preparing reports, materials, documentation, and coordinating tasks
• Troubleshooting and password resets
• Managing service desk mailbox
• Call handling (answering incoming calls)
• Special projects, including creating and updating knowledge base articles
• Work on issues without step-by-step instructions

Requirements

• High school diploma or GED required
• 2+ years of customer service experience, preferably in a helpdesk environment
• 1-year experience in the 9-1-1 or public safety industry preferred
• Basic knowledge of PC hardware and Windows operating systems
• Basic knowledge of MS Excel, Word, and Outlook

Schedule

• Ability to work weekends (Saturday or Sunday): 8:00 am - 4:30 pm
• Flexible schedules available with 7, 8, 10, or 12-hour shifts

Benefits

Intrado offers a comprehensive benefits package that includes:

• Medical, dental, vision, life, and disability coverage
• Paid time off
• 401(k) retirement plan
• Paid parental leave
• Access to a robust library of personal and professional training resources
• Employee discounts
• Critical illness and hospital indemnity insurance
• Access to legal support
• Pet insurance
• Identity theft protection
• Employee Assistance Program (EAP) with free mental health resources and support

Pay

The starting salary is anticipated around $19 an hour and will be commensurate with experience.