Support Specialist I - Technical (RMS/MRE)

TL;DR

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

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

Company

hirify.global is a global public safety solutions company building an ecosystem of 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 error issues.
• Perform password resets and assist with simple software installation issues.
• Troubleshoot basic network connectivity and printer problems.
• Conduct initial triage of complex network/server issues 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, contribute to FAQs and knowledge base.
• Participate in on-call rotation and adopt AI tools for productivity.

Requirements

• Diploma or degree in IT, Computer Systems, Network Administration or equivalent experience.
• 0–2 years in technical support, help desk or related IT role.
• Basic understanding of software installation, network connectivity, troubleshooting.
• Familiarity with operating systems, ticketing systems, password tools.
• Strong customer service and communication skills; must pass comprehensive FBI CJIS background check and security clearances.
• Ability to handle high volume of Tier 1 requests and route complex issues.

Culture & Benefits

• Comprehensive benefits offering including base salary, potential incentives or bonuses.
• Commitment to equity, diversity, inclusion, and barrier-free workplace.
• Accommodations available throughout recruitment and employment.
• Driven by innovation, expertise, and customer success.