Technical Support Specialist – Tier II

Summary

Join Hypori Inc. as a Technical Support Specialist - Tier II and provide fast and effective support to customers. Respond to queries through various channels, diagnose issues, implement solutions, and assist with basic end-user training. Contribute to the creation of knowledge articles and training manuals. You will need advanced knowledge of computer software and hardware systems, excellent diagnostic skills, and high-level communication skills. A DoD Top Secret Security Clearance or higher is required. This role offers a competitive salary and a generous benefits package.

Requirements

• Must possess a DoD Top Secret Security Clearance or higher
• Must be eligible to obtain a DoD Security Clearance with a Single Scope Background Investigation
• Must have an Information Assurance Technical (IAT) Level 2 (i.e., CCNA Security, CySA+, GICSP, GSEC, Security+, CND, SSCP) certification or higher
• Bachelor’s degree in computer science, information technology, or a related field, or an equivalent combination of education and experience
• Strong knowledge of computer office applications and operating systems, with a preference for Linux, Android, and cloud solutions
• Command-Line ability, including familiarity with pipes, redirects, regular expressions, and basic shell scripting for task automation
• File System Management: the ability to create, change, and delete files and directories, understand Linux file permissions and ownership, and navigate the file system efficiently
• User and Group Management: create and manage user accounts, assign user groups, manage permissions, and set up and use elevated privileges
• Excellent analytical, troubleshooting, and deductive reasoning skills, with the ability to troubleshoot complex hardware and software issues
• Advanced knowledge of help desk software and remote-access systems
• Excellent communication and organizational skills, with the ability to work in a busy environment and meet goals
• Strong ownership and bias for action

Responsibilities

• Respond to client support queries and provide prompt support through various communication channels (email, phone, or chat)
• Diagnose issues with computer software and hardware
• Use software diagnostic tools to identify problems
• Guide clients through basic troubleshooting and problem-solving processes
• Provide basic end user training
• Create knowledge articles, training manuals, and customer-facing materials
• Draft written customer communication and respond to internal support channels
• Complete support tickets
• Participate in an On Call Rotation and potentially work various shifts and weekends
• Make recommendations to improve operational efficiency

Preferred Qualifications

• Secret or higher security clearance
• 3+ years of experience working as a Technical Support Specialist
• Experience working in a SaaS environment and knowledge of MDM (Mobile Device Management)
• Ability to work effectively with cross-functional teams, including engineers and project managers, and independently

Benefits

• Medical, dental, and vision insurance
• Parental leave
• Life and disability packages
• 401(k) plan with employer-matching contributions that vest starting from your first day of employment
• Performance bonus