Job Title: Technical Support Specialist II
Location: Allen, TX 75002 (On-site)
Duration: 5+ Months (Temp to Hire)
Pay rang : $25hr-$27hr

Job Overview
We are seeking a Technical Support Specialist II to provide frontline technical support for mission-critical video, software, and analytics solutions used by public safety and law enforcement agencies. This role serves as the first point of contact for customers and plays a key role in delivering reliable, high-quality technical assistance.

Key Responsibilities

• Handle 30–40 inbound and outbound support calls daily
  Own and manage support tickets from assignment through resolution
• Troubleshoot hardware, software, and network-related issues
• Accurately document incidents, root causes, solutions, and workarounds
• Communicate ticket status, outages, and escalations clearly to customers
• Collaborate closely with Tier II Support and internal technical teams
• Contribute to the Knowledge Base and assist Sales teams as needed
• Participate in after-hours and on-call rotations
• Act as a strong Customer Advocate, ensuring a positive support experience
  
  Required Experience
• 2–3+ years of IT Helpdesk or Technical Support experience
• Strong experience with Windows Server (2008/2012/2016) and Windows 7/8/10
• Working knowledge of Linux CLI (Ubuntu/CentOS preferred)
• Networking fundamentals: Active Directory, DNS, TCP/IP, VLANs, VPN, DHCP, Wi-Fi
• Virtualization experience with VMware and/or Hyper-V
• Basic knowledge of SQL Server, RAID, and storage concepts
• Familiarity with Azure fundamentals
• Experience with PowerShell scripting is a plus
• Excellent communication, troubleshooting, and documentation skills

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable.