Technical Customer Support 1 - Temporary

Intrado Life & Safety, Inc.; Longmont (CO); On-site; USD 28,000 - 33,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision coverage

401(k) retirement plan

Paid time off

Parental leave

Job summary

Intrado Life & Safety, Inc. in Longmont is seeking a Technical Customer Support 1 - Temporary to provide initial response and troubleshooting for customer issues. You will open, track, and close trouble tickets, document actions, and participate in departmental projects.

This 6‑month role may transition to full-time. The position requires a high school diploma or GED, with a preference for candidates with IT/Networking/CS education and related experience.

Qualifications

• 1+ year of customer service experience required.
• Working knowledge of standard computer applications and operating systems.
• Exposure to troubleshooting is a plus, including familiarity with SIP protocols, Linux systems, basic networking concepts, and active directory.
• Experience with remote support a plus.

Responsibilities

• Answer incoming calls from customers.
• Create, update, and close support tickets with accurate notes.
• Escalate urgent or high-impact issues according to procedures.
• Follow established support processes, escalation paths, and security requirements.
• Assist with routine reporting, data entry, and metrics tracking.
• Work tickets to resolution within defined service level objectives (SLOs) and with a strong sense of urgency.
• Document actions taken and observations during troubleshooting.
• Perform technical troubleshooting and problem-solving using step-by-step guides and knowledge articles.
• Use internal tools to check system status and alarms as trained.
• Resolve issues independently when possible; expedite when resolution cannot be achieved.
• Escalate urgent or high-impact issues immediately according to procedures.
• Follow established support processes, escalation paths, and security requirements.
• Maintain shared support inboxes and route requests to the appropriate team.
• Participate in team meetings, training sessions, shadowing opportunities, and special projects as needed.
• Assist with routine reporting, data entry, and metrics tracking.
• Support basic administrative or departmental tasks as assigned.

Skills

Customer service

General computer skills

Troubleshooting

Remote support experience

Linux systems

Networking basics

Active Directory

Remote support

Education

High school diploma or GED

Bachelor’s in IT/Networking/CS preferred

Job description

About Us

Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge companystrives to become the most trusted, data-centric emergency services partner by uniting fragmented communications into actionable intelligence for first responders. At Intrado, all of our work truly matters.

Responsibilities/Qualifications

Technical Customer Support 1 - Temporary will be responsible for providing initial response and technical troubleshooting for customer-related issues. Responsibilities include taking initial customer calls, providing technical support, and advancing the issue to the next escalation tier as necessary. The role also involves opening, tracking, and closing trouble tickets, ensuring accurate documentation, preparing and distributing metrics reports and participating in departmental projects.

This role will likely last 6 months and has potential for being hired full time.

Essential Duties

• Customer Interaction & Information Gathering
  • Answer incoming calls from customers.
  • Collect required details and ask guided questions using documented procedures.
  • Provide basic updates to customers on issue status when appropriate.
• Ticket & Queue Management
  • Create, update, and close support tickets with accurate, clear notes.
  • Manage ticket queues and multiple technical support mailboxes.
  • Work tickets to resolution within defined service level objectives (SLOs) and with a strong sense of urgency.
  • Document actions taken and observations during troubleshooting.
• Technical Troubleshooting & Escalation
  • Perform technical troubleshooting and problem-solving using step-by-step guides and knowledge articles.
  • Use internal tools to check system status and alarms as trained.
  • Resolve issues independently when possible; expedite when resolution cannot be achieved.
  • Escalate urgent or high-impact issues immediately according to procedures.
• Process Compliance & Collaboration
  • Follow established support processes, escalation paths, and security requirements.
  • Maintain shared support inboxes and route requests to the appropriate team.
  • Participate in team meetings, training sessions, shadowing opportunities, and special projects as needed.
• Administrative & Reporting
  • Assist with routine reporting, data entry, and metrics tracking.
  • Support basic administrative or departmental tasks as assigned.

Education

• High school diploma or GED required.
  • Bachelors degree in Information Technology, Networking or Computer Science preferred

Experience & Skills

• 1+ year of customer service experience required, preferably in a helpdesk environment
• Working knowledge of standard computer applications and operating systems
• Exposure to troubleshooting is a plus, including familiarity with SIP protocols, Linux systems, basic networking concepts, and active directory
• Experience with remote support a plus!

Additional Requirements

• Flexibility to work any shift in a 24x7 environment, including weekends and holidays.
• Shifts may consist of various combinations of days and hours to meet the 40-hour workweek requirement, such as four 10-hour shifts, three 12-hour shifts plus a 4-hour shift, or five 8-hour shifts

Total Rewards

Intrado, we offer a comprehensive benefits package that includes what you’d expect (medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan, and several that go above and beyond– paid parental leave, access to a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity, access to legal support, pet insurance, identity theft protection, an EAP (Employee Assistance Program) that includes free mental health resources/support, and more!

The starting salary is anticipated between $20 and $24 and will be commensurate with experience.

Intrado is an Equal Opportunity Employer – Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Intrado maintains a Drug Free Workplace.