Technical Support Specialist II
Allen, Texas
Contract
Location: 100% Onsite - Allen, TX
Duration: 6 Months (Temp-to-Hire)
MAX Pay Rate: $25/HR
Work Schedule: Monday-Friday, 8-hour shifts between 7:00 AM - 6:00 PM
Start Date: ASAP - Candidates may have future time off planned, but extended leave or time off during the first 30 days is not acceptable.
Interview Type: Onsite interview required
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Department Overview
This role supports the Mobile Video Solutions team within the In-Car Dash, Body Camera, and Evidence Management Software Division. The team provides technical support to public safety customers, including law enforcement agencies.
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Position Summary
The Technical Support Specialist II will provide tier II technical support for proprietary software and hardware systems, including in-car dash cams, body-worn cameras, and evidence management platforms. This is a metrics-driven role requiring strong troubleshooting skills, excellent customer service, and the ability to work independently.
You will interact directly with law enforcement personnel and internal teams to resolve complex technical issues via phone, email, and remote access tools.
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Key Responsibilities
• Provide remote technical support for proprietary software and hardware systems
• Troubleshoot issues related to networking, connectivity, and system configuration
• Install, configure, and test systems remotely
• Maintain detailed documentation in ServiceNow ticketing system
• Train customers on system usage and best practices
• Escalate critical issues appropriately and follow department procedures
• Participate in on-call rotation and monitor team chat for peer support
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Must-Have Qualifications
• High School Diploma or equivalent
• 3+ years of technical troubleshooting or customer service experience
• 2+ years of networking experience (TCP/IP, VPN, VLANs, DHCP)
• Strong knowledge of Windows OS and networking protocols
• Experience with ServiceNow, Google Suite, Bomgar
• Must pass CJIS background check (fingerprint-based, all 50 states)
• Must be a U.S. Citizen
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Preferred Qualifications
• Certifications: CompTIA A+, CCNA, MCSE, Linux+
• Experience with:
• Linux OS
• PowerShell scripting
• Virtualization (Hyper-V, VMware)
• HTTPS, SSL/TLS protocols
• Cellular network configuration, POE, NetCloud
• Public safety tech support (body/dash cams, evidence software)
You will receive the following benefits:
- Medical Insurance - Four medical plans to choose from for you and your family
- Dental & Orthodontia Benefits
- Vision Benefits
- Health Savings Account (HSA)
- Health and Dependent Care Flexible Spending Accounts
- Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance
- Hospital Indemnity Insurance
- 401(k) including match with pre and post-tax options
- Paid Sick Time Leave
- Legal and Identity Protection Plans
- Pre-tax Commuter Benefit
- 529 College Saver Plan
Motion Recruitment Partners (MRP) is an Equal Opportunity Employer. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy. Applicants need to make their needs known in advance.