Technical Support Specialist at Getac, Inc.

📍 Job Overview

Job Title: Technical Support Specialist
Company: Getac Video Solutions (GVS)
Location: Bloomington, Minnesota
Job Type: Full-time, On-site
Category: Technical Support, Customer Service
Date Posted: June 11, 2025
Experience Level: 2-5 years
Remote Status: On-site

🚀 Role Summary

Provide exceptional customer service and technical support to clients and internal teams.
Troubleshoot hardware and software issues in a live production environment.
Maintain and update CRM ticketing system to ensure efficient case management.
Collaborate with customers and internal teams to validate issues and provide appropriate solutions.
Work on a rotating shift schedule to provide 24/7 support.

📝 Enhancement Note: This role requires strong communication skills, problem-solving abilities, and the ability to work effectively in a team environment. Familiarity with law enforcement or military operations is a plus.

💻 Primary Responsibilities

Customer Support: Maintain professional and friendly relationships with customers, providing exceptional service and assistance via phone and email correspondence.
Troubleshooting: Diagnose and resolve complex hardware and software issues, working in a live production environment.
CRM Management: Organize, maintain, and update the CRM ticketing system to ensure efficient case management and follow-through.
Issue Resolution: Validate customer-reported issues, provide appropriate solutions, and escalate when necessary.
Shift Work: Work on a rotating shift schedule to provide 24/7 support, including on-call duties and minimal travel as required.

📝 Enhancement Note: This role requires the ability to multitask, prioritize workloads, and work effectively under pressure. Experience with Windows Server and network security concepts is preferred.

🎓 Skills & Qualifications

Education: Associate degree in electronics/IT or equivalent professional certifications/experience preferred.

Experience:

2+ years of software/hardware technical support experience required.
Network IT experience preferred.
Experience working with law enforcement/military a plus.

Required Skills:

Strong verbal and written communication skills.
Excellent troubleshooting and problem-solving abilities.
Proficiency in Windows Server (OS, Networking) environment.
Familiarity with network security concepts, including firewalls, anti-virus, and IDS/IPS.
Experience with wireless/wired networking and VPN solutions a plus.

Preferred Skills:

Experience with CRM ticketing systems.
Familiarity with law enforcement/military operations and procedures.
Ability to work effectively in a team environment and collaborate with diverse stakeholders.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate strong communication skills through case studies or testimonials showcasing successful customer interactions.
Highlight problem-solving abilities with examples of complex technical issues resolved.
Showcase experience with Windows Server and network security concepts through relevant projects or certifications.

Technical Documentation:

Provide documentation or case studies detailing troubleshooting processes, issue resolution strategies, and customer support best practices.
Include examples of how you've contributed to improving customer service processes or tools.

💵 Compensation & Benefits

Salary Range: $55,000 - $75,000 per year (based on market research for technical support roles in Bloomington, Minnesota)

Benefits:

Low health care premiums with strong coverage.
401(k) plan.
Paid time off programs.
Gym and fitness discounts.
Free-covered parking.

Working Hours: Full-time, with rotating shift schedules (3pm - 11am, 4pm - 12am, 12am - 8pm).

🎯 Team & Company Context

🏢 Company Culture

Industry: Getac Video Solutions (GVS) is a technology company specializing in video capture, evidence management, rugged hardware, and robust software solutions for public safety and military operations.

Company Size: GVS is a growing company with a supportive, transparent culture that offers opportunities to work on innovative technology.

Founded: The company's founding date and history were not provided.

Team Structure:

The technical support team consists of specialists who work in rotating shifts to provide 24/7 customer support.
The team collaborates with internal solutions architects and other departments to resolve customer issues and improve products and services.

Development Methodology:

The company emphasizes exceptional customer service and support, with a focus on proactive and responsive communication.
Troubleshooting and issue resolution processes are well-defined and continuously improved based on customer feedback and team input.

Company Website: Getac Video Solutions

📝 Enhancement Note: The company's culture values innovation, customer focus, and continuous improvement. The technical support team plays a crucial role in maintaining customer satisfaction and driving product enhancements.

📈 Career & Growth Analysis

Technical Support Career Level: This role is an intermediate-level technical support position, focusing on customer issue resolution and collaboration with internal teams. The role requires strong technical skills, excellent communication, and the ability to work effectively under pressure.

Reporting Structure: The technical support specialist reports to the technical support manager and collaborates with internal solutions architects and other departments to resolve customer issues.

Technical Impact: The technical support specialist directly impacts customer satisfaction and the overall success of the company's products and services by providing exceptional support and resolving technical issues efficiently.

Growth Opportunities:

Develop expertise in the company's products and services, becoming a go-to resource for customers and internal teams.
Advance to a senior technical support role or a leadership position within the technical support team.
Explore opportunities in other departments, such as product development or sales, based on the company's growth and expansion.

📝 Enhancement Note: Career progression in this role may involve developing specialized knowledge in the company's products and services, gaining leadership experience, or expanding into other functional areas within the organization.

🌐 Work Environment

Office Type: The company's office is located in Bloomington, Minnesota, with close proximity to public transportation, restaurants, on-site gym access, and free covered parking.

Office Location(s): Bloomington, Minnesota

Workspace Context:

The technical support team works in a collaborative environment, with a focus on efficient issue resolution and customer satisfaction.
The workspace is equipped with tools and resources necessary for effective troubleshooting and communication with customers and internal teams.
The team interacts with diverse stakeholders, including customers, internal solutions architects, and other departments, to ensure seamless issue resolution and continuous improvement.

Work Schedule: Full-time, with rotating shift schedules (3pm - 11am, 4pm - 12am, 12am - 8pm) to provide 24/7 customer support.

📝 Enhancement Note: The work environment emphasizes collaboration, continuous learning, and a customer-centric approach to technical support and issue resolution.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screen to assess communication skills and technical aptitude.
In-depth technical interview focusing on troubleshooting skills, Windows Server proficiency, and network security concepts.
Role-play scenarios to evaluate problem-solving abilities and customer service skills.
Final interview with the technical support manager to discuss team fit and career growth opportunities.

Portfolio Review Tips:

Highlight successful customer interactions and issue resolution case studies.
Include examples of how you've contributed to improving customer service processes or tools.
Showcase your proficiency in Windows Server and network security concepts through relevant projects or certifications.

Technical Challenge Preparation:

Brush up on Windows Server and network security concepts, focusing on troubleshooting and issue resolution techniques.
Practice problem-solving exercises and customer service scenarios to demonstrate your ability to handle complex technical issues and maintain a professional demeanor under pressure.

ATS Keywords: (Organized by category)

Customer Service: Customer Support, Exceptional Service, Issue Resolution, Communication Skills, Customer Satisfaction
Technical Skills: Troubleshooting, Problem-Solving, Windows Server, Network Security, Firewalls, Anti-Virus, IDS/IPS, VPN Solutions
Soft Skills: Teamwork, Collaboration, Adaptability, Time Management, Prioritization
Industry Terms: Law Enforcement, Military Operations, Public Safety, Evidence Management, Rugged Hardware, Robust Software Solutions

📝 Enhancement Note: The interview process focuses on assessing technical skills, problem-solving abilities, and customer service skills. The company values candidates who can demonstrate a strong work ethic, a customer-centric mindset, and the ability to work effectively in a team environment.

🛠 Technology Stack & Web Infrastructure

Support Tools:

CRM ticketing system (specific tool not mentioned)
Windows Server (OS, Networking) environment
Network security tools (firewalls, anti-virus, IDS/IPS)
Wireless/wired networking and VPN solutions

📝 Enhancement Note: The technology stack for this role focuses on tools and resources necessary for effective troubleshooting and issue resolution in a Windows Server environment. Familiarity with network security concepts and relevant tools is preferred.

👥 Team Culture & Values

Technical Support Values:

Customer Focus: Prioritize customer satisfaction and maintain professional and friendly relationships with customers.
Problem-Solving: Demonstrate strong troubleshooting and problem-solving skills to resolve complex technical issues efficiently.
Collaboration: Work effectively with internal teams and customers to validate issues and provide appropriate solutions.
Continuous Learning: Stay up-to-date with the latest technologies and best practices in technical support and customer service.

Collaboration Style:

Collaborate with customers and internal teams to validate issues and provide appropriate solutions.
Work in a rotating shift schedule to provide 24/7 customer support.
Contribute to improving customer service processes and tools based on feedback and team input.

📝 Enhancement Note: The technical support team values a customer-centric approach, strong problem-solving skills, and effective collaboration with internal teams and customers. The team emphasizes continuous learning and improvement in technical support and customer service best practices.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Resolving complex hardware and software issues in a live production environment.
Maintaining a high level of customer satisfaction while working under pressure.
Keeping up-to-date with the latest technologies and best practices in technical support and customer service.

Learning & Development Opportunities:

Develop expertise in the company's products and services through on-the-job training and collaboration with internal teams.
Pursue relevant certifications or training to enhance technical skills and knowledge.
Contribute to improving customer service processes and tools based on feedback and team input.

📝 Enhancement Note: This role presents technical challenges that require strong problem-solving skills, adaptability, and a customer-centric mindset. The learning and development opportunities focus on continuous improvement in technical support and customer service best practices.

💡 Interview Preparation

Technical Questions:

Describe your experience with Windows Server and network security concepts, focusing on troubleshooting and issue resolution techniques.
Walk us through a complex technical issue you've resolved, explaining your approach and the outcome.
How do you prioritize workloads and manage time effectively when handling multiple customer issues simultaneously?

Company & Culture Questions:

How do you maintain a professional and friendly demeanor while working under pressure and resolving complex technical issues?
Describe your experience working with law enforcement or military operations, and how it has prepared you for this role.
How do you contribute to improving customer service processes and tools based on feedback and team input?

Portfolio Presentation Strategy:

Highlight successful customer interactions and issue resolution case studies, focusing on the outcome and the impact on customer satisfaction.
Showcase your proficiency in Windows Server and network security concepts through relevant projects or certifications.
Demonstrate your ability to work effectively in a team environment and collaborate with diverse stakeholders.

📝 Enhancement Note: The interview process focuses on assessing technical skills, problem-solving abilities, and customer service skills. The company values candidates who can demonstrate a strong work ethic, a customer-centric mindset, and the ability to work effectively in a team environment.

📌 Application Steps

To apply for this technical support specialist position:

Submit your application through the provided link.
Tailor your resume to highlight your technical support experience, customer service skills, and relevant certifications or training.
Prepare for the interview process by brushing up on Windows Server and network security concepts, practicing problem-solving exercises, and researching the company's products and services.
Showcase your portfolio with successful customer interactions, issue resolution case studies, and examples of how you've contributed to improving customer service processes or tools.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Specialist