Support Technician

Company Overview

PURVIS Systems is a technology solutions partner that develops, implements and maintains mission‑critical solutions for federal and local governments. Since 1973 we have committed to sustainable growth, striving for continual improvement while maintaining core values of transparency, integrity and teamwork. We provide tools and a path for each employee to be successful and ask them to help peers and clients succeed with top‑notch teamwork and service.

Peace of Mind at PURVIS Systems means knowing your work provides immeasurable value to our team, partners and clients.

We are seeking a highly motivated, task‑oriented individual to be responsible for the troubleshooting, maintenance, and repair of our Fire Station Alerting System. The ideal candidate is a problem solver who can work independently and as part of a team. You should have strong troubleshooting and critical‑thinking skills, attention to detail, and excellent written and verbal communication.

This role is a front‑line specialist for troubleshooting amplifiers, speakers, audio wiring, signal flow and audio‑related failures, while also supporting associated hardware, software and network components. It is part of a team that assembles finished products using sub‑assemblies, parts, and fasteners, and relays knowledge learned while building into supporting the finalized product with customers. The position also conducts system checkouts and device setups in preparation for shipping to customers.

Supporting the system entails on‑call troubleshooting, escalation and collaboration with Tier 2 when required, via Microsoft Teams, Email and Zendesk suites.

• Maintain a professional, helpful demeanor representing PURVIS as the first layer of support
• Take responsibility and ownership of assigned support tickets, telephone calls and emails
• Provide on‑call support on a rotating basis, including telephone support after hours and on weekends
• Provide Tier 1 troubleshooting for end‑user issues (customers and subcontractors)
• Troubleshoot, upgrade and maintain system applications, including proprietary applications
• Provide oversight of maintenance on all related system peripherals (thermal printers, UPSs, terminal servers, relay cards, HDMI extenders, serial‑to‑ethernet converters, etc.)
• Assist in identifying issues and topics for knowledge‑base topics and documentation
• Test and diagnose to maintain test‑lab environment
• Support on‑site customer testing and cutovers
• Maintain and test all remote VPN clients (e.g. Net Motion, Cisco Connect)
• Perform other duties as identified and assigned

• Diagnose and troubleshoot amplifiers, speakers, microphones and audio distribution systems
• Identify and resolve issues related to audio signal flow; gain structure and volume inconsistencies; grounding, impedance and wiring problems; and distorted, low, intermittent or missing audio
• Support installed audio systems in operational facilities, including verification of proper audio routing and fail‑over behavior
• Interpret wiring diagrams, signal paths and system documentation to isolate faults
• Work with field technicians, integrators and vendors to validate audio configurations and corrective actions
• Possess excellent organizational, interpersonal and communication skills
• Attend to detail when observing, asking the right questions to drill down to cause, and recording findings effectively
• Be able to establish and maintain effective working relationships with co‑workers and customers
• Work independently and remain flexible to support project requirements

• 2+ years of work‑related experience in the field of IT Support, preferred
• Associate’s degree or higher in Information Technology, Computer Science or a related field
• Technical school or apprenticeship program in a related field of electrical or electronic support, with a minimum of 2–3 years of work‑related experience
• Knowledge of and experience configuring desktop and laptop computers with Windows 7 and 10. Working knowledge of standard network protocols and experience in system deployments
• Knowledge of troubleshooting hardware‑related issues remotely, such as…