Technical Support Technician

Technical Support Technician Location: Allen, TX 75002 Duration: Temp to Hire (Initial 6 Months | Potential Conversion within 3-6 Months) Schedule: 8 Hour Shift between 7AM - 6PM CST (40 Hours/Week) Clearance Requirement: Must pass CJIS Background Check Department Overview As a Technical Support Specialist, you will join a fast-paced support organization providing frontline technical assistance for mission-critical video, analytics, and evidence management solutions used by law enforcement and public safety customers. You will serve as a key customer advocate while collaborating across internal support, engineering, and operations teams to ensure timely issue resolution and exceptional customer service. We are seeking a proactive, customer-focused technical professional with strong troubleshooting expertise across hardware, software, networking, and server environments, along with the ability to effectively communicate with both technical and non-technical users. Role Summary As a Technical Support Specialist, you will provide Tier I technical support for video and analytics platforms including: In-Car Dash Cameras Body Worn Cameras Evidence Management Software You will diagnose and resolve customer-reported issues, manage support tickets end-to-end, coordinate escalations, and contribute to operational excellence through documentation and knowledge sharing. Core Responsibilities Customer & Technical Support Serve as the primary point of contact for customer technical support via phone, email, and web channels Handle inbound and outbound support calls (30-40 calls/day) Diagnose and resolve hardware, software, networking, and application-related issues Act as a customer advocate throughout the support lifecycle Provide timely communication regarding outages, escalations, and ticket updates Incident & Ticket Management Self-assign and take ownership of technical support tickets Troubleshoot and resolve issues across multiple technologies and environments Escalate complex issues following internal support procedures Coordinate with Tier II support teams as needed Participate in after-hours support rotation Documentation & Knowledge Management Document troubleshooting steps, workarounds, and resolutions accurately Contribute to and maintain internal Knowledge Base articles and FAQs Ensure clear and detailed ticket documentation for operational continuity Technical Troubleshooting & Systems Support Support and troubleshoot: Windows Server (2016/2012/2008) Windows 7/8/10 Linux CLI environments (Ubuntu/CentOS preferred) SQL Server queries and updates Azure Cloud environments Active Directory, DNS, DHCP Routers, switches, VLANs, VPNs, TCP/IP WiFi technologies Virtualization technologies (Hyper-V, VMware) RAID technologies & virtual disks HTTPS, SSL/TLS certificates and internet protocols Utilize PowerShell scripting where applicable Collaboration & Operational Excellence Maintain strong cross-functional relationships throughout issue resolution cycles Support Regional Sales Managers with technical assistance as needed Collaborate with internal stakeholders to improve support processes and customer experience Ensure support standards, response expectations, and operational procedures are consistently followed Required Knowledge & Skills Technical Expertise 2-3+ years of IT Helpdesk and/or Application Support experience Strong troubleshooting skills across: Hardware Software Networking Server environments Working knowledge of Windows and Linux operating systems Familiarity with networking concepts including routers, switches, VLANs, VPNs, TCP/IP, DNS, and DHCP Experience with SQL Server queries and updates Understanding of virtualization technologies and cloud environments Knowledge of internet protocols, certificates, and security fundamentals Tools & Technologies Windows Server Administration Linux CLI (Ubuntu/CentOS preferred) Azure Cloud Active Directory VMware / Hyper-V PowerShell SQL Server RAID Technologies Networking & Wireless Technologies Preferred Certifications CompTIA A+ MCP MCSE CCNA Linux Certifications