ROLE SUMMARY
The Support Specialist I assists in maintaining IT systems, ensuring smooth daily operations, and delivering high-quality support to internal teams and clients. This role is responsible for managing the helpdesk ticket queue, coordinating service work, and supporting technicians in completing assigned tasks.
KEY RESPONSIBILITIES
Technical Support & Ticket Management
- Evaluate and define technical requirements for service tickets, projects, and existing client systems.
- Prepare and document technical details for service requests.
- Maintain and manage the helpdesk ticket queue to ensure timely resolution.
Communication & Coordination
- Communicate consistently with clients, staff, vendors, and contractors regarding support tickets.
- Dispatch technicians and coordinate service appointments.
- Collaborate with sales, project management, installers, and vendors throughout the service lifecycle.
Service Execution & Operations
- Prepare materials, hardware, and parts for service appointments.
- Develop and manage service schedules to ensure efficiency.
- Create clear scopes of work for technicians.
- Provide technical support to field teams during service appointments.
- Ensure technician readiness and compliance with technical requirements.
- Maintain accurate records of completed work.
Process & Inventory Management
- Manage the RMA process to ensure timely returns and avoid unnecessary charges.
- Identify and evaluate alternative products and solutions based on cost, technical needs, and timelines.
Internal IT Support
- Assist with deployment and maintenance of internal systems, including networks, servers, and software.
- Support testing and rollout of new technology solutions.
- Independently complete assigned tasks related to internal technology improvements.
Training & Development
- Train and support employees when skill gaps are identified.
- Provide occasional training to clients as part of support services.
- Stay up to date on new technologies, systems, and hardware.
- Partner with teams and management to support overall business operations.
PREFERRED:
- 1+ years of customer support experience
- 1+ years of experience supporting surveillance and access control systems
Working knowledge of the following:
- CCTV system components
- Remote system troubleshooting
- Burglar and fire alarm troubleshooting
- Networking
SKILLS AND ABILITIES
Experience with the following Software:
- Fluke LinkWare / LinkWare Live
- Trainual (web-based knowledge base platform)
- Scribe (documentation and how-to tool)
- Fieldwire (project management platform)
- ConnectWise (CRM platform)
ENVIRONMENT AND PHYSICAL DEMANDS
Environmental Conditions
Office Environment (90%)
- Work extensively with computers and phones
- Answer incoming calls and make outgoing calls
- Lead customer training sessions for newly installed systems
- Maintain a flexible schedule, including occasional nights and weekends
Site Work and Off-Site Training (10%)
- Travel occasionally to job sites by vehicle
- Walk on various terrains and in different weather conditions
- Navigate both paved and unpaved customer sites
- Work on active construction sites using appropriate PPE (hard hat, steel-toed boots, etc.)
PHYSICAL DEMANDS
The physical demands listed below are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
- Sit for extended periods of time
- Use hands and fingers to handle, feel, and operate equipment
- Reach with arms and hands
- Communicate effectively (talk and hear)
- Stand and walk for extended periods
- Lift and/or move up to 40 pounds
- Hold up to 25 pounds overhead
- Drive a vehicle for extended periods
- Walk on various terrains and in different weather conditions
- Climb ladders
- Operate aerial lifts
- Use power tools, including drills and saws
QOVO Solutions, Inc. is an Equal Opportunity Employer
QOVO Solutions, Inc. is an equal opportunity, affirmative action employer, committed to all state and federal regulations and prohibits discrimination based on gender, race, sexual orientation, national origin, disability, marital status, age, religion, veteran status, or other protected status.
BENEFITS
- $20-$40hr
- Medical insurance (HMO and PPO options), dental, and vision coverage (50% employer-paid)
- 401(k) retirement plan with 4% company match
- Paid vacation (80 hours accrued after probationary period)
- Paid sick time (40 hours accrued)
- 7 fully paid holidays
