Prodigy Solutions is seeking an experienced Tier 2 Technical Support Specialist to join our team in Mount Laurel, NJ.
We are a telecommunications and technology company providing communications, networking, software, and IT solutions to the correctional market, with a primary focus on county jails and detention facilities. We are a small, agile team of IT professionals focused on providing an exceptional level of service to our customers.
This is not an entry-level help desk position. We are looking for someone with approximately 5+ years of hands-on technical support experience who is comfortable independently troubleshooting problems, working directly with customers, and escalating complex issues when necessary.
Responsibilities
You will work within a close-knit technical team supporting our customers, field technicians, and internal staff.
Daily responsibilities include:
Provide Tier 2 technical support by phone, email, and remote-access tools.
Work directly with Sheriffs, jail administrators, correctional officers, facility IT personnel, field technicians, and other users of Prodigy systems.
Troubleshoot hardware, software, network connectivity, telecommunications, and application issues.
Investigate problems beyond basic scripted troubleshooting and determine the underlying cause of issues.
Support Windows workstations, peripheral devices, network-connected equipment, and proprietary Prodigy systems.
Troubleshoot basic TCP/IP networking, including IP addressing, DNS, DHCP, gateways, connectivity, and related network issues.
Use remote-access and diagnostic tools to identify and resolve problems.
Create, document, prioritize, and manage technical support tickets through resolution.
Recognize when an issue requires escalation to senior systems/network personnel or software engineering and provide useful technical documentation when escalating.
Assist field technicians with troubleshooting installations and equipment at customer locations.
Learn and support proprietary Prodigy applications, hardware, and web-based systems.
Identify recurring problems and help develop procedures and documentation to reduce future support incidents.
Technical Skills
Candidates should have working experience with several of the following:
Windows 10/11 troubleshooting and administration
Windows Server environments
TCP/IP networking fundamentals
DNS and DHCP
LAN/WAN troubleshooting
Routers, switches, firewalls, and wireless networks
VPN and remote connectivity troubleshooting
Microsoft 365, Outlook, Word, and Excel
Remote desktop/support applications
Hardware and peripheral troubleshooting
Ticketing/help desk systems
Basic understanding of VoIP/SIP is a plus
Experience with Ubiquiti, Cisco, ADTRAN, or similar networking/telecommunications equipment is a plus
Experience supporting proprietary software applications is a plus
Requirements
Minimum 5 years of professional IT technical support, help desk, desktop support, or related experience.
Demonstrated experience independently troubleshooting technical problems beyond basic password resets and scripted support.
Strong verbal and written communication skills with both technical and nontechnical users.
Ability to communicate professionally with customers while diagnosing problems over the phone.
Strong troubleshooting and analytical skills.
Ability to manage multiple open issues and prioritize work appropriately.
Ability to work independently with minimal supervision while also functioning effectively as part of a technical team.
Dependable, punctual, and able to meet required deadlines.
Reliable year-round transportation is required.
Position is based on-site in our Mount Laurel, New Jersey office.
The Person We're Looking For
The ideal candidate is someone who genuinely enjoys troubleshooting.
You should be comfortable receiving a problem that isn't immediately obvious, asking the right questions, gathering information, testing possible causes, and working through the problem until you understand what is actually happening.
We're looking for someone who has moved beyond entry-level help desk support but still enjoys working directly with customers and solving problems every day. This position also provides an opportunity to expand your knowledge of networking, telecommunications, VoIP, servers, and the specialized systems used within correctional facilities.
