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Technical Support Specialist

Spectraforce Technologies
United States, Texas, Allen
Jan 30, 2026
Job Title: Technical Support Specialist Location: Allen, TX 75002 Duration: Temp?to?Hire (initial 6 months, possible hire at 3-6 months) Hours vary between 7AM-6PM, working an 8?hour shift (40 hrs/week) Job Overview This Tier I Technical Support Representative supports the MSI Video & Analytics team, providing frontline technical support for: In?Car Dash Cameras Body?Worn Cameras Evidence Management Software Job Description The Tier I Tech Support Representative interacts directly with law enforcement customers, diagnosing and resolving technical issues via: Phone Web Email Direct customer interaction They maintain critical cross?department relationships throughout the problem/resolution cycle and ensure clear communication around outages, escalations, and ticket status. Responsibilities Answer inbound and make outbound technical support calls (30-40 calls/day) Self?assign and take full ownership of support tickets Diagnose and resolve hardware/software/network issues Document product issues, workarounds, and fixes Communicate outage notifications and ticket status updates to customers Follow internal escalation procedures Interface with Tier II support as needed Help maintain the online Knowledge Base Provide technical assistance to Regional Sales Managers Participate in after?hours support rotation Act as a Customer Advocate Experience Requirements 2-3+ years of IT helpdesk and/or application support experience Extensive troubleshooting experience across: Hardware Software Networking RAID technologies & virtual disk experience SQL Server queries/updates Windows Server (2016/2012/2008) + Windows 7/8/10 Linux CLI experience (Ubuntu/CentOS preferred) Azure Cloud familiarity Active Directory, DNS Routers, switches, VLANs, VPN, DHCP, TCP/IP WiFi technologies Virtualization (Hyper?V, VMware) Internet protocols & certificates (HTTPS, SSL/TLS, etc.) PowerShell scripting Ability to write Knowledge Base articles & FAQs Education & Certifications High school diploma minimum; IT?related degree preferred Preferred certifications: CompTIA A+ MCP MCSE CAN CCNA Linux certifications Must have one or both of the following: Linux experience Windows OS experience + certification (CCNA, MCSE, CompTIA, etc.) Note: Must pass CJIS background check