PenLink is looking for a Support Specialist to provide technical support and system administration services to a U.S. Federal government agency (the “client”) in support of PenLink software and systems.

As a Support Specialist specializing in Law Enforcement Technology, you will be responsible for maintaining and optimizing software systems. Your day-to-day tasks will involve active health monitoring, system optimizations, and troubleshooting to ensure the seamless operation of critical law enforcement technologies. The role requires a comprehensive understanding of various networking components, security standards, and PenLink software. This position requires full-time onsite in Lincoln, Nebraska or Lorton, VA.

YOUR RESPONSIBILITIES

Technical Support & Troubleshooting:

• Provide Tier 2 and Tier 3 Support, serving as the primary point of contact for clients, addressing their questions and providing guidance on using PenLink software.
• Conduct proactive health monitoring and system optimizations to prevent issues and enhance system performance.
• Diagnose, troubleshoot, and resolve issues related to the PenLink software, ensuring minimal downtime and operational impact.
• Document issues and associated support activities in the PenLink CRM system (Salesforce) in a timely and thorough manner.
• Determine when to escalate issues to the PenLink team, providing detailed documentation on how to recreate the issue and the troubleshooting steps taken.

Software and System Administration:

• Perform routine updates to software and firmware, ensuring systems are up-to-date and functioning optimally.
• Manage and maintain application-related systems, with an emphasis on security and performance.
• Maintain and monitor network components, including site-to-site VPN connections, and ensure compliance with the latest security standards and best practices.

Training and Communication:

• Onboard and train agency personnel new to PenLink software to ensure effective use and adoption.
• Serve as a technical liaison between agency personnel and PenLink personnel as needed.
• Generate monthly reports detailing support activities, services rendered, and deliverables provided.
• Participate in regular program calls with clients to discuss ongoing needs, system updates, and support activities.
• Work closely with internal teams such as Development, Product Management, and Sales to communicate client feedback and contribute to the improvement of PenLink software.

YOUR COMPETENCIES & OTHER REQUIREMENTS

• Must be a United States Citizen
• Must be located within driving distance of Lincoln, NE or Lorton, VA.
• College degree in Information Technology, Computer Science, or related field or equivalent work experience.
• Excellent communication skills for effective collaboration with various stakeholders.
• Critical thinking and strong analytical skills to assist in troubleshooting processes.
• Detail-oriented documentation skills for maintaining accurate records of configurations, changes, and troubleshooting steps.
• Minimum of three (3) years’ experience of service desk work.
• Working knowledge of Oracle Databases, SQL, Windows OS, Active Directory, cloud infrastructure (MS Azure), networking (switch, VPN, firewall), and email protocols (SMTP, POP3, IMAP, Exchange).
• Knowledge of telecommunications and CALEA standards, including 4G, 5G, CDMA, Wi-Fi, VOIP, LTE, ETSI, T1.678, J-STD, TPTK, FTP.
• Must be able to work 9AM - 5PM EST, Monday through Friday. Due to the urgent and exigent nature of the position there may be times where after-hours work is required, such as rotating on-call responsibilities, scheduled maintenance windows or unplanned outages.