Network Support Specialist (Remote Position)

Are you the one we're looking for?
Diverse Computing, Inc. is looking for a highly driven Network Support Specialist to join our technical support team. This is a full-time, salaried, nonexempt position that is best performed as a hybrid of both in office and remote work. The ideal candidate will be as proud as we are to have the privilege of delivering unmatched support and user-friendly software for those who protect and serve the public. Our clients and fellow employees are fully engaged in being an integral part of solution-oriented development and improvement of public safety software that agencies throughout the United States rely on. Our unwavering customer service and technical support is one of the main reasons for our continued business success.
The focus of this position is to work closely with our clients to fully understand and support their business processes and technical needs as it pertains to our products. In addition to supporting our software solutions, the successful candidate will have the ability to assist clients with enterprise level networking equipment and support. We are seeking someone with a dedication to helping others. Someone with an interest in continuously learning about our clients, products, networking, and security.

Are you mission driven?

At Diverse Computing, we are passionate about making a difference in communities across the country. Our mission: Deliver innovative solutions that improve the effectiveness and security of the public safety community. In other words, we create software that has a higher purpose than simply making a profit. Imagine working for a company where you can take ownership of your projects, be an integral part of team-oriented innovation, and play a pivotal role with software that is designed to improve public safety. At Diverse Computing, these aren't just catch phrasesthey are part of our everyday reality, and yes, we're proud of it!

As a DCI Network Support Specialist, you will:

• Learn our software inside and out
• Provide phone and email support to our nationwide clients for all Diverse Computing products
• Periodically be on-call outside of normal working hours
• Configure, install, and maintain clients' routers and VPN appliances; working primarily with Cisco ASAs and switches
• Install proprietary software on clients' workstations and/or servers
• Train new clients on the use of our software
• Troubleshoot issues reported by eAgent clients
• Record information from support calls into Service Cloud
• Perform on-line demos of our software to prospective clients
• Perform quality assurance (QA) testing
• Assist with internal systems administration tasks

Success factors generally include a/an:

• High degree of pride in accuracy, attention to detail, organization, confidentiality, and humble confidence
• Desire to lead by example through living the DCI core values of integrity, passion, customer service, innovation, and engagement
• Analytical mindset with excellent problem-solving skills
• Commitment to being readily available
• Dedication to teamwork and cooperation
• Ability to truly listen when communicating with others
• High regard for taking responsibility and ownership of one's own work and actions
• Knack for thriving in a fast-paced environment and demonstrating responsible decisiveness
• Natural affinity for mentoring, coaching, and helpfulness
• Drive to be self-starting
• Ability to proactively look a few steps ahead at possible outcomes
• Calm demeanor even when under a decent amount of pressure
• Persistence in getting the job done right
• Positive, enthusiastic "look on the bright side" attitude
• Talent for productive and solution-oriented conflict resolution
• Personal passion for, or interest in, supporting criminal justice and law enforcement agencies

Requirements

This job might be for you, if you:

• Have a minimum of a Bachelor's degree in Information Technology, Information Communication Technology, Management Information Systems, Computer Science, or a similar degree program (related work experience may be substituted for educational requirement)
• Have at least 1-2 years of experience with providing some level of technical and/or networking support (mandatory)
• Have Cisco certifications or other networking certifications (desirable, but not required)
• Have a firm understanding of computers and operating systems
• Have a strong understanding of information technology, database management, and software development concepts
• Have at least a base level understanding of core networking concepts (i.e. subnetting, VPN, VLANs, etc.) and network security
• Have an interest in continual learning about new technologies and how those can be adapted into networking and security
• Have a general understanding of the SDLC from conception to delivery
• Have some ASA experience with updating and maintaining configurations
• Have schooling or hands-on experience with enterprise level networking equipment (i.e. Cisco)
• Have some SQL experience (desirable, but not required)
• Have utilized XML for configuration work (desirable, but not required)
• Have knowledge of the public safety or criminal justice industry (desirable, but not required)
• Have an outstanding command of the English language, both written and verbal, along with non-verbal communication and interpersonal skills
• Are able to work from 8am - 5pm, Monday - Friday, as well as rotational on-call duties during off hours (mandatory)
• Live in the Tallahassee, FL metro area
• Are able to confidently pass rigorous fingerprint-based state and federal background screenings, as required by the nationwide agencies we work with (mandatory)
• Do not require sponsorship to work in the U.S.; sponsorship is not available for this position

Benefits

We ask a lot, but we give a lot in return.

• Competitive salary (dependent on level of experience)
• 100% coverage of monthly health care insurance premiums for yourself or 60% discount on dependent plan premiums
• 100% coverage of monthly life, dental, & vision insurance premiums for yourself
• Flexible Spending Account (FSA) for health-related expenses
• Supplemental insurance options: life, AD&D, short & long term disability coverage
• Up to 3% matching retirement contributions
• 15 days of annually earned PTO
• Paid sick leave
• 9 paid holidays annually
• Flex Scheduling, including remote & hybrid (office/remote) work opportunities
• Reimbursement of approved business-related travel & professional development expenses
• Last, but not least, loving your job! An award-winning company culture that's welcoming, fun, collaborative, & supportive. Find out more at https://www.diversecomputing.com

Ready to apply?

• Click on the link below to start the application process
• Provide a current resume as either a PDF or MS Word document
• Include a cover letter that contains contact information for three (3) professional references
• Please keep an eye on your email and its spam folder since that will be our primary method of communication

We are an equal opportunity employer that values diversity; it's in our name! We do not discriminate on the basis of race, religion, color, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, marital status, veteran status, disability status, or genetic information (including family medical history).