Support Specialist I - Technical (CAD)

TL;DR

Support Specialist I - Technical (CAD): Provide Tier 1 technical support as first point of contact for public safety software users, resolving common issues like user errors, password resets, software installations, and basic network/printer problems. Focus on initial triage of complex issues, documenting interactions in ticketing system, and improving self-service resources including FAQs and knowledge base.

Location: Mesa, Arizona, United States. Requires compliance with FBI CJIS Security Policy, including fingerprint-based background check and security clearances.

Company

hirify.global is a global public safety solutions company building intuitive tools for agencies, forensic labs, court systems, and schools.

What you will do

• Serve as first point of contact for technical support, handling common user errors.
• Perform password resets, assist with simple software installations, and troubleshoot basic network/printer issues.
• Conduct initial triage of complex network/server problems for escalation to Tier 2.
• Document all interactions and resolutions in the ticketing system.
• Identify patterns in issues to improve Tier 0 self-service resources, FAQs, and knowledge base.
• Participate in on-call rotation and adopt AI tools for productivity and learning.

Requirements

• Diploma or degree in IT, Computer Systems, Network Administration, or equivalent experience.
• 0–2 years in technical support, helpdesk, or related IT role.
• Basic knowledge of software installation, network connectivity, troubleshooting, OS, ticketing systems, and password tools.
• Strong customer service and communication skills for high-volume Tier 1 requests.
• Experience documenting support and contributing to knowledge bases.
• Pass comprehensive FBI CJIS background check and maintain security clearances.

Culture & Benefits

• Comprehensive benefits package.
• Potential for variable compensation like incentives or bonuses.
• Commitment to equity, diversity, inclusion, and barrier-free workplace with accommodations.
• Opportunity to contribute to public safety technology innovation.