Technical Support Specialist - Hardware & Software

HomeWAV; St. Louis (MO); On-site; USD 42,000 - 68,000; Full time

Benefits offered by this job

Health & Wellness

Parental Leave

401(k) Plan

Paid Holidays

Training & Development

Gym discounts

Job summary

HomeWAV is seeking a Technical Support Representative to deliver comprehensive support for software and hardware across agency systems and consumer applications. You will troubleshoot incidents, document steps, and coordinate with onsite techs and the CS team to maintain system performance and customer satisfaction.

Ideal candidates have 2+ years in technical roles, familiarity with Jira/Teams/AWS Connect, and strong communication skills.

Qualifications

• 2+ years of technical experience in computer technology, data management, network troubleshooting, and/or infrastructure.
• 2+ years of experience troubleshooting technical issues, identifying recurring problems, and driving resolution.
• Familiarity with military or law enforcement officials.
• Aptitude for working with technology and troubleshooting problems.

Responsibilities

• Provide technical assistance and troubleshooting for computer systems, software, hardware, kiosks, and related technologies.
• Monitor, prioritize, and respond to IT helpdesk requests per workflows and SLAs.
• Document all troubleshooting steps, communications, and resolutions in the ticketing system.
• Escalate complex issues to internal teams or third‑party vendors and track progress to resolution.
• Coordinate with onsite technicians and dispatch resources to support timely issue resolution.
• Partner with the CS team to triage escalations and provide documentation for Tier II support.
• Monitor system alerts and proactively address technical issues.
• Maintain up‑to‑date knowledge of HomeWAV systems and practices; contribute to internal documentation.

Skills

Problem solving

Verbal & written communication

Initiative & organization

Education

Associate or Bachelor’s degree in computer science / IT

Tools

JIRA Service Management

Microsoft Teams

AWS Connect

Job description

HomeWAV is seeking a Technical Support Representative to deliver comprehensive support for software and hardware across agency systems and consumer applications. You will troubleshoot incidents, document steps, and coordinate with onsite techs and the CS team to maintain system performance and customer satisfaction.

Ideal candidates have 2+ years in technical roles, familiarity with Jira/Teams/AWS Connect, and strong communication skills.