Technical Support Technician

Technical Support Technician II

Contract | Onsite -Allen, TX

US Citizens Only

Hours of operation: Monday–Friday, between 7:00 AM and 6:00 PM. Shift assignment.

We are seeking a Technical Support Technician II to join a high-performing technical support team supporting mission-critical environments. This is an excellent opportunity for a motivated technical professional who thrives in fast-paced operations and enjoys solving complex technical issues while delivering exceptional customer service.

Key Responsibilities:

• Serve as the primary point of contact for customer support via phone, email, and other communication channels
• Respond to incidents in accordance with service level agreements
• Manage and track incidents through full resolution, including escalation when necessary
• Document troubleshooting steps, resolutions, and create knowledge articles as needed
• Collaborate with cross-functional teams to ensure timely service restoration
• Identify opportunities to improve support processes and workflows
• Support adoption and utilization of AI tools within day-to-day operations
• Maintain compliance with security, quality, and operational standards

Required Technical Skills:

• Minimum 3 years of experience in a technical support role
• Experience supporting customers in a remote technical support environment
• Strong networking knowledge, including troubleshooting and infrastructure concepts
• Experience with WAN, LAN, routers, and firewalls
• Knowledge of VoIP and IP telephony
• Understanding of RF trunking and communication networks
• Working knowledge of Windows operating systems and Microsoft Office
• Familiarity with mobile radio technologies
• Understanding of information security best practices
• Foundational knowledge of ITIL processes

Preferred Certifications:

• CompTIA Network+ (strongly preferred)
• CompTIA A+
• CompTIA Security+
• AI-related certifications

Basic Requirements:

• Associate degree or equivalent technical education
• Must be legally authorized to work in the United States indefinitely without sponsorship
• Must be able to obtain and maintain required background clearances
• Must be eligible to obtain CJIS certification
• US Citizenship required

Ideal Candidate:

We are looking for a proactive, technically strong professional who excels in mission-critical environments, embraces emerging technologies, and is committed to delivering outstanding customer support.

If you or someone in your network is interested, please send an updated resume for consideration.