Technical Customer Support 1

Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge company strives 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. 

Intrado is looking to hire a Tier 1 Technical Support Specialist - Service Desk in our Longmont office on our Life & Safety team. This role does offer the opportunity to work at least two days from home!

The Tier I Support Specialist will be responsible for providing initial response and basic troubleshooting for customer or internal employee related issues; take initial calls and provide basic support, dispatching support to Tier II, as necessary; open, track, and close all trouble tickets, ensuring issues are accurately documented; prepare and distribute a variety of metrics reports (e.g. trouble tickets), as requested by supervisor; participate in the activities associated with a variety of departmental projects including preparing reports, material, documentation, and coordinating tasks.

Essential Duties:

• Troubleshooting 
• Password resets
• Managing service desk mailbox
• Call handling (answering incoming calls)
• Special projects to include creating and updating knowledge base articles
• Work on issues without step-by-step instructions 

Education:

• High school diploma or GED required.

Experience:

• 2+ years customer service experience required, preferably in a helpdesk environment.
• 1-year experience in the 9-1-1 or public safety industry preferred.
• Basic knowledge of PC Hardware and Windows operating systems.
• Basic knowledge of MS Excel, Word, and Outlook required.
• Ability to work weekends Saturday OR Sunday:  8:00 am - 4:30 pm but flexible schedules available with 7, 8, 10, 12 hour shifts. 

Want to love where you work? At 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! Apply today to join us in work worth doing! 

The starting salary is anticipated around $19 an hour and will be commensurate with experience.  This role may also be eligible for an additional percentage for swing or night shift. 

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.