• The Technical Support Specialist II will provide tier II technical support for proprietary software and hardware systems, including in-car dash cams, body-worn cameras, and evidence management platforms.
• This is a metrics-driven role requiring strong troubleshooting skills, excellent customer service, and the ability to work independently.
• You will interact directly with law enforcement personnel and internal teams to resolve complex technical issues via phone, email, and remote access tools.

Key Responsibilities:

• Provide remote technical support for proprietary software and hardware systems
• Troubleshoot issues related to networking, connectivity, and system configuration
• Install, configure, and test systems remotely
• Maintain detailed documentation in ServiceNow ticketing system
• Train customers on system usage and best practices
• Escalate critical issues appropriately and follow department procedures
• Participate in on-call rotation and monitor team chat for peer support

Must-Have Qualifications:

• High School Diploma or equivalent
• 3+ years of technical troubleshooting or customer service experience
• 2+ years of networking experience (TCP/IP, VPN, VLANs, DHCP)
• Strong knowledge of Windows OS and networking protocols
• Experience with ServiceNow, Suite, Bomgar
• Must pass CJIS background check (fingerprint-based, all 50 states)
• Must be a U.S. Citizen

• Certifications: CompTIA A+, CCNA, MCSE, Linux+
• Experience with:
• Linux OS
• PowerShell scripting
• Virtualization (Hyper-V, VMware)
• HTTPS, SSL/TLS protocols
• Cellular network configuration, POE, NetCloud
• Public safety tech support (body/dash cams, evidence software)