Technical Support Coordinator

The Technical Support Coordinator role functions as a bridge between DevOps, Development, and Operations, supporting Idemia's Public Security - North America, specifically the Enrollment Services division. Primary Purpose

• Troubleshoot issues related to Idemia's custom in-house software.
• Conduct root cause analysis, log review, and initial diagnostic work to determine whether issues stem from:
• Hardware
• Software
• OS/configuration
• Cloud or endpoint systems
• Escalate findings to the appropriate team with clear, actionable details.

Nature of the Role

• Not Help Desk
• Not Engineering
• Not Development
• Sits between these groups to support production operations and reduce engineering interruptions., * Review and interpret Windows Event Viewer, application logs, and system logs.
• Troubleshoot software crashes, configuration issues, OS problems, and device-level faults.
• Run and create PowerShell scripts (a mix of both).
• Gather information to determine escalation paths and reduce workload on software engineers.
• Document findings clearly via tickets and verbal communication.
• Assist in stabilizing system performance and recurring issues., On PowerShell
• Candidate must be able to both use existing scripts and write new ones.

On Daily Tasks

• Independent resolution expected for:
• Log review
• Reinstallation of software
• OS-level fixes
• Configuration adjustments
• Escalation required for:
• Software errors needing code changes
• Issues beyond configuration/OS

Example Current Issue

• Ongoing application crashes requiring extensive log review on multiple machines.

• Strong experience with software troubleshooting and production support.
• Proven skill with:
• Log review
• Windows Event Viewer
• Root cause analysis
• Differentiating hardware vs. software issues
• Familiarity with Jira, Confluence, and diagnostic processes.
• PowerShell experience (both running scripts and creating new ones).
• Ability to work across cloud and on-prem environments.

4. Preferred Candidate Profile (Intangibles)

• Clear and concise communicator (verbal and written).
• Self-motivated and able to work independently.
• Detail-oriented with strong analytical skills.
• Comfortable acting as a "middle layer" between technical teams., * Mid-level candidate, approximately 4-6 years of relevant experience.
• Bachelor's degree not required; Associate degree preferred.
• First time hiring for this specific role within this part of the organization.

3.73.7 out of 5 stars Brentwood, TN 37027 Hybrid work $40 - $57 an hour - Temp-to-hire