Job Description
Job Description
Technical Support Technician II
Location: Allen, TX
Pay Rate: $24/hour
Duration: 6–12 Month Contract (Long-Term Opportunity)
Schedule: Full-Time, Monday–Friday
Hours: Coverage between 7:00 AM and 6:00 PM (shift assigned based on business needs)
Position Overview
As a Technical Support Technician II, you will join a team providing remote technical support to customers across the military, public safety, and mission-critical infrastructure sectors. This role combines technical troubleshooting, incident management, customer support, and process improvement to ensure exceptional service delivery.
The ideal candidate is a proactive, customer-focused professional with strong technical expertise, excellent communication skills, and the ability to thrive in a fast-paced support environment.
Training Schedule: First 2 months, Monday–Friday, 7:00 AM–4:00 PM CST.
Key Responsibilities
Customer Support
- Serve as the primary point of contact for customers via phone, email, and other communication channels.
- Respond to incidents in accordance with established service level agreements (SLAs).
- Manage customer interactions with professionalism, transparency, and urgency.
Incident Management
- Troubleshoot and resolve technical issues.
- Escalate incidents that cannot be resolved within established timelines.
- Manage the complete incident lifecycle through resolution and service restoration.
- Assist with root cause analysis and corrective actions.
Documentation & Knowledge Management
- Accurately document troubleshooting steps, resolutions, and triage activities.
- Utilize existing knowledge base articles to resolve known issues.
- Create and maintain knowledge articles for new solutions and processes.
Operational Excellence
- Meet established support metrics and performance goals.
- Maintain data accuracy, security, and operational integrity.
- Stay current on systems, tools, applications, and technologies.
Collaboration
- Build strong relationships with internal and external stakeholders.
- Work effectively across cross-functional teams.
- Participate in ongoing training and professional development.
Continuous Improvement
- Identify opportunities to improve workflows, processes, and customer support experiences.
- Support the adoption of emerging technologies, including AI-powered tools.
- Maintain compliance with security, quality, and operational policies.
Required Qualifications
Experience
- Minimum 3 years of experience in a technical support or related technical role.
- Experience working in a remote technical support environment.
Technical Skills
- Strong networking knowledge, including protocols, infrastructure, and troubleshooting.
- Experience with WAN, LAN, routers, and firewalls.
- Knowledge of VoIP and IP telephony systems.
- Understanding of RF trunking and communication networks.
- Familiarity with mobile radio technologies.
- Working knowledge of Windows and Microsoft Office (or equivalent).
- Understanding of information security best practices.
- Foundational knowledge of ITIL principles.
Professional Skills
- Strong troubleshooting and analytical abilities.
- Excellent verbal, written, and presentation skills.
- High attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong organizational and time management skills.
- Ability to work independently with minimal supervision.
Preferred Certifications
- CompTIA Network+ (strongly preferred)
- CompTIA A+
- CompTIA Security+
- AI-related certifications
Note: AI tools are used as part of the daily workflow and their usage is monitored. Candidates must be willing and able to incorporate AI tools into their day-to-day responsibilities.
Education
- Associate degree or equivalent technical education required.
Security & Clearance Requirements
- Ability to obtain and maintain required background clearance.
- Ability to obtain Criminal Justice Information Systems (CJIS) certification.
- U.S. Citizenship required due to potential security clearance requirements.