CPI is a leading technology solutions provider to state, federal, and international criminal justice institutions, delivering critical information for first responders and many who support them. We pride ourselves on the quality, in-house development, and industry expertise that have allowed us to serve this industry for over 30 years. The need to grow our talented engineering teams continues as more customers trust CPI’s solutions, and we look forward to discovering more about you and determining if your skills and background are a good fit.
The Support Center Technician provides first-line support to end-users and employees on technical issues related to applications, networks, and infrastructure.
Essential Duties and Responsibilities:
- Respond to support requests from customers via phone, ticketing system, and email
- Accurately and efficiently assess the customer’s request to determine severity & priority
- Define, research, and resolve or escalate customer issues in a timely and accurate manner (including routing non-technical issues appropriately)
- Provide prompt and timely updates to customers, colleagues, and management on outstanding issues
- Adhere to Support Center processes and procedures, contribute to growing/updating the knowledge base
- Act as liaison between customers, colleagues, management, and other non-technical CPI departments
- Other tasks, duties, and responsibilities as business needs dictate, conveyed by supervisor(s)
Job Requirements:
- Must be ready, willing, and able to work 1st, 2nd, and 3rd shift as the schedule rotates through the year (1st shift: 8am-4pm, 2nd shift: 4pm-12am, 3rd shift: 12am-8am)
- Must be able to work weekends – the Support Center at CPI is a 24/7×365 department
- Must work in CPI HQ – this role is not eligible for any WFH
- Must be able to access customer sites (access granted by each customer)
- Ability to lift 50lbs
Education Requirements:
- High School Diploma required
- Associate’s/Bachelor’s Degree preferred
Experience Requirements:
- Capability to understand and learn XML/HTML/Linux/Unix and other technologies
- Strong communication skills, punctuality
- 1-2 years of IT Support experience is preferred
Top Skills
What We Do
Computer Projects of Illinois, Inc. (CPI), is a privately held corporation that delivers market-leading software solutions to the law enforcement industry. CPI develops & maintains many different best-in-class, mission-critical criminal justice solutions to law enforcement & public safety agencies around the world with their OpenFox® Product Suite.
Why Work With Us
The work we do is unique & highly rewarding. Working in a creative environment where an excellent work-life balance ensures that all employees are happy & productive. We have fun, but at the end of the day, all of our hard work actually impacts the safety of citizens & law enforcement officers across the country. Work hard. Play hard. Save Lives.
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CPI OpenFox Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
