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Technical Support Specialist

2 months ago

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CPI is a leading technology solutions provider to state, federal, and international criminal justice institutions, delivering critical information for first responders and many who support them. We pride ourselves on the quality, in-house development, and industry expertise that have allowed us to serve this industry for over 30 years. The need to grow our talented engineering teams continues as more customers trust CPI’s solutions, and we look forward to discovering more about you and determining if your skills and background are a good fit.


The Support Center Technician provides first-line support to end-users and employees on technical issues related to applications, networks, and infrastructure.


Essential Duties and Responsibilities:

  • Respond to support requests from customers via phone, ticketing system, and email
  • Accurately and efficiently assess the customer’s request to determine severity & priority
  • Define, research, and resolve or escalate customer issues in a timely and accurate manner (including routing non-technical issues appropriately)
  • Provide prompt and timely updates to customers, colleagues, and management on outstanding issues
  • Adhere to Support Center processes and procedures, contribute to growing/updating the knowledge base
  • Act as liaison between customers, colleagues, management, and other non-technical CPI departments
  • Other tasks, duties, and responsibilities as business needs dictate, conveyed by supervisor(s)


Job Requirements:

  • Must be ready, willing, and able to work 1st, 2nd, and 3rd shift as the schedule rotates through the year (1st shift: 8am-4pm, 2nd shift: 4pm-12am, 3rd shift: 12am-8am)
  • Must be able to work weekends – the Support Center at CPI is a 24/7×365 department
  • Must work in CPI HQ – this role is not eligible for any WFH
  • Must be able to access customer sites (access granted by each customer)
  • Ability to lift 50lbs


Education Requirements:

  • High School Diploma required
  • Associate’s/Bachelor’s Degree preferred


Experience Requirements:

  • Capability to understand and learn XML/HTML/Linux/Unix and other technologies
  • Strong communication skills, punctuality
  • 1-2 years of IT Support experience is preferred