Technical Support Representative

Summary

Join Diverse Computing, Inc. as a Technical Support Representative! This full-time, salaried position offers remote or in-office options, supporting our public safety software clients nationwide. You will provide technical support, troubleshoot issues, train clients, and perform quality assurance testing. The ideal candidate possesses strong technical skills, excellent communication abilities, and a passion for helping others. We offer a competitive salary, comprehensive benefits, and a supportive work environment. If you're dedicated, detail-oriented, and thrive in a fast-paced setting, apply today!

Requirements

• Have a Bachelor's degree in Information Technology, Information Communication Technology, Management Information Systems, Computer Science, or a similar degree program (related work experience may be substituted for educational requirement)
• Have a firm understanding of computers and operating systems
• Have a strong understanding of information technology, database management, and software development concepts
• Have at least a base level understanding of core networking concepts (i.e. subnetting, VPN, VLANs, etc.) and network security
• Have an interest in continual learning about new technologies and how those can be adapted into networking and security
• Have a general understanding of the SDLC from conception to delivery
• Have an outstanding command of the English language, both written and verbal, along with non-verbal communication and interpersonal skills
• Are able to work from 8am - 5pm EST, Monday - Friday, as well as rotational on-call duties during off hours (mandatory)
• Currently reside in one of these states: CT, FL, GA, IL, KS, KY, MO, NC, NJ, NY, SC, TN, TX, UT, VA
• Are able to confidently pass rigorous fingerprint-based state and federal background screenings, as required by the nationwide agencies we work with (mandatory)
• Do not require sponsorship to work in the U.S.; sponsorship is not available for this position

Responsibilities

• Learn our software inside and out
• Provide phone and email support to our nationwide customers for all Diverse Computing products
• Enter, monitor, and maintain incoming support tickets
• Periodically be on-call outside of normal working hours
• Configure, install, and maintain customers’ routers and VPN applications
• Install proprietary software on customers' workstations and/or servers
• Train new customers on how to use our software
• Troubleshoot issues reported by eAgent clients
• Record information from support calls into Service Cloud
• Perform on-line demos of our software to prospective customers
• Perform quality assurance (QA) testing
• Assist with internal systems administration tasks

Preferred Qualifications

• Have at least 1-2 years of experience with providing some level of technical support (preferred, but not required)
• Have some ASA experience with updating configurations and keeping them up to date
• Have some experience with enterprise level networking equipment (ie Cisco) either through schooling or actual hands-on experience
• Have Cisco certifications or other networking certifications (preferred, but not required)
• Have some SQL experience (preferred, but not required)
• Have utilized XML for configuration work (preferred, but not required)
• Have knowledge of the public safety or criminal justice industry (preferred, but not required)

Benefits

• Competitive salary (dependent on level of experience)
• Generous coverage options for Medical, Dental, & Vision insurance for you and your family; begins 1st of month after date of hire
• Flexible Spending Account (FSA) for health-related expenses
• Company sponsored Group Life / AD&D Insurance
• Supplemental insurance options: life, AD&D, short and long term disability, accident, critical illness, and hospital indemnity coverage
• Up to 3% matching SIMPLE IRA retirement contributions; no vesting schedule
• 15 days (3 workweeks) of annually earned PTO, front-loaded for immediate availability; additional days awarded at service milestones starting at 3+ years
• 12 paid holidays annually
• Paid Maternity/Paternity Leave
• Work / Life balance-centered Flex Scheduling policy
• Fully remote & hybrid (office/remote) work opportunities
• Reimbursement of approved business-related travel and professional development expenses