Tech Support Specialist – Incident Management & AI Tools

Spectraforce Technologies, Inc.; Allen (TX); On-site; USD 25,000 - 39,000; Full time

Job summary

Spectraforce Technologies, Inc. in Allen, TX is seeking a Technical Support Technician to join our day-to-day operations, providing technical and administrative support to ensure service excellence. The role involves incident handling, documentation, and cross-functional collaboration.

This contract position requires 7 AM–6 PM coverage, with potential for shift work including weekends. CJIS fingerprinting is required during onboarding, and AI tools are used in daily workflows.

Qualifications

• Experience in a remote technical support environment.
• Strong networking knowledge including protocols, infrastructure, and troubleshooting.
• Familiarity with WAN, LAN, routers, and firewalls.
• Knowledge of VoIP and IP telephony.
• RF trunking and communication network knowledge.

Responsibilities

• Serve as the primary point of contact via phone, email, and other communication channels.
• Respond to incidents in compliance with service level agreements.
• Manage sensitive customer interactions with transparency and professionalism.
• Escalate incidents that cannot be resolved within defined timelines.
• Track and drive issues through full resolution and restoration of service.
• Create new knowledge articles for undocumented solutions.

Skills

Remote support

Network troubleshooting

WAN/LAN

VoIP

RF trunking

ITIL basics

Time management

Troubleshooting

Verbal & written communication

Independent worker

Tools

Windows

Office Suite

Mobile radio tech

Information security basics

ITIL basics

Job description

Spectraforce Technologies, Inc. in Allen, TX is seeking a Technical Support Technician to join our day-to-day operations, providing technical and administrative support to ensure service excellence. The role involves incident handling, documentation, and cross-functional collaboration.

This contract position requires 7 AM–6 PM coverage, with potential for shift work including weekends. CJIS fingerprinting is required during onboarding, and AI tools are used in daily workflows.