Technical Customer Support - Night Shift

About Us

Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting‑edge company strives to become the most trusted, data‑centric emergency services partner by uniting fragmented communications into actionable intelligence for first responders. At Intrado, all of our work truly matters.

Intrado is looking to hire a Tier 1 Technical Support Specialist
- Night Shift in our Longmont office. This role offers a 4‑10's schedule (with 3 days off) and the opportunity to work at least one or two of those days from home!

Shift(s) available:

• Sun–Wed: 8pm–6:30am or 6pm–4:30am
• Wed–Sat: 8pm–6:30am or 6pm–4:30am

The Tier I Support Specialist will be responsible for providing initial response and basic troubleshooting for customer (911 Call Center) related issues in adherence to departmental policies and procedures; take initial customer calls and provide basic support, dispatching support to Tier II, as necessary; open, track, and close all trouble tickets, ensuring issues are accurately documented; prepare and distribute a variety of metrics reports (e.g. trouble tickets), as requested by supervisor;

participate in the activities associated with a variety of departmental projects including preparing reports, material, documentation, and coordinating tasks.

• Troubleshooting
• Managing CSC mailbox
• Call handling (answering incoming calls)
• Special projects
• Work on issues without step‑step instructions

• High school diploma or GED required.

• 2+ years customer service experience required, preferably in a helpdesk environment.
• 1‑year experience in the 9‑1‑1 or public safety industry preferred.
• Attention to detail and strong communication are key skills in this role.
• Experience in 24x7 technical call center environments strongly preferred.
• Basic knowledge of current Windows operating systems, and UNIX/Linux preferred.
• Basic knowledge of MS Excel, Word, and Outlook required.
• Basic understanding of computer networking or telephony networking preferred.
• Ability to work an overnight schedule required (6pm‑4:30am or 8pm‑6:30am).

We offer a comprehensive benefits package that includes medical, dental, vision, life and disability coverage, paid time off, a 401(k) retirement plan, and several that go above and beyond— paid parental leave, access to a robust library of personal and professional training resources, employee discounts, critical illness, hospital indemnity, access to legal support, pet insurance, identity theft protection, an EAP that includes free mental health resources/support, and more!

The starting salary is anticipated between $19.50 and $22.50 and will be commensurate with experience. This role is also eligible for a night shift differential.

Intrado is an Equal Opportunity Employer – Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Intrado maintains a Drug Free Workplace.