{"id":1713549,"url":"https://alion.io/job/alertus-technologies-technical-support-analyst-ii-hardware-field-service","title":"Technical Support Analyst II (Hardware & Field Service)","company":{"id":669052,"name":"Alertus Technologies","domain":"alertus.com","url":"https://alion.io/company/alertus","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"C","score":67,"open_postings":15,"ghost_share":0.467,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":73,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Baltimore, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":60000,"max":80000,"currency":"USD","period":"year","gross":null,"usd_annual":80000},"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":true},{"name":"DHCP","optional":true},{"name":"DNS","optional":true},{"name":"Linux","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true},{"name":"Rest API","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-10-01T16:48:29Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-21T19:46:12Z","board_verified":true,"closed_at":null,"days_open":20,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":19},"description":"Job Description\nWe are looking for a motivated troubleshooter to play a critical role in driving Alertus' rapid growth. Reporting to the Technical Support Manager, the Technical Support Analyst II role combines remote technical assistance with on-site deployment and hardware troubleshooting, serving as a key resource for customer project startups, field diagnostics, and hardware replacement.\nOur ideal candidate is a technical, versatile problem-solver with a strong desire to always provide the best and most efficient customer service.\n This position requires frequent travel to customer sites (up to 50%), with occasional adjustment of work hours to support project schedules. \n*This is an office-based role when not traveling to customer sites. \n\nA Day in the Life:\nTravel to customer sites for new startups, on-site diagnostics, and hardware replacements.\nInvestigate and resolve escalated hardware and firmware integration issues.\nHandle incoming support calls, emails, and screen shares to prioritize and resolve cases.\nProvide hands-on and remote advice on wiring and configuring hardware.\nPartner with engineering teams on testing, fault replication, and product development.\nMaintain detailed case logs and update knowledge base articles.\nConduct post-startup check-ins and technical assurance reviews.\nPerform additional tasks as assigned.\nRequired Skills & Abilities:\nProficient in hardware assembly, circuit/wiring diagnostics, low-voltage power supply, and peripheral integration.\nWillingness to travel up to 50% for on-site startups and emergency troubleshooting.\nFlexibility to work adjusted shifts and join an on-call rotation (nights, weekends, and holidays).\nClear technical communication skills for both technical and non-technical audiences.\nStrong customer service orientation.\nStrong analytical and critical thinking skills for root-cause diagnosis.\nAbility to work both independently and collaboratively.\nAbility to multitask and prioritize in a fast-paced environment.\nAbility to lift up to 50 lbs and hold a valid driver's license.\nExperience with ticketing systems and remote support tools.\nDesired Skills:\nWindows, Linux, or macOS administration\nREST & API integrations\nWindows workstation deployment and administration\nWeb application support\nCisco or Avaya VoIP solutions\nSmall electronics and IoT device support\nActive Directory and Windows Domain services\nScripting and automation (PowerShell, Python, etc.)\nNetworking, databases, and application architecture principles\nNetworking protocols (DNS, DHCP, HTTP(S), TLS/SSL)\nRoot cause and server log analysis\nIT security principles and network policies\nEducation and Experience:\nBachelor’s Degree in Computer Science, Computer or Electrical Engineering, Information Technology or related field\nCompTIA A+ (hardware/OS fundamentals), CompTIA Network+, Security+ \n4 - 7 years prior experience working in a technical help desk environment and troubleshooting hardware\nAlertus Career Advantages:\nUnlimited Paid Time Off\nPaid Holidays\n401(k) Retirement Plan \nMedical, Dental, and Vision Plans\nShort-term Disability, Accident, Hospital, and Cancer Insurance\nLive Near Your Work Home Buying Incentive\nEmployee Referral Bonuses\nFlex Scheduling","description_format":"text","description_chars":3218,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Retirement plans"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Civil Defense","Access Control & Alarm Systems"],"lifecycle":[{"event":"open","at":"2026-10-02T18:03:01Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":19,"expected_fill_days":73,"reasons":["conf:0","win:early"],"computed_at":"2026-10-21T05:46:15Z"},"pay":{"stated_usd_annual":80000,"is_top_pay":false},"html_url":"https://alion.io/job/alertus-technologies-technical-support-analyst-ii-hardware-field-service","json_url":"https://alion.io/job/alertus-technologies-technical-support-analyst-ii-hardware-field-service.json","meta":{"generated_at":"2026-10-21T23:27:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":33411,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":669052},"rest":"https://alion.io/mcp/rest/get_company?id=669052"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Falertus-technologies-technical-support-analyst-ii-hardware-field-service"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Falertus-technologies-technical-support-analyst-ii-hardware-field-service"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Falertus-technologies-technical-support-analyst-ii-hardware-field-service"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/alertus-technologies-technical-support-analyst-ii-hardware-field-service\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Falertus-technologies-technical-support-analyst-ii-hardware-field-service"}]}