ESS Helpdesk Technician
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At a glance
Requirements
Credentials this posting asks for.
Job overview
Insight Global is hiring an ESS Helpdesk Technician. The ESS Helpdesk Technician monitors and responds to C-Cure and Milestone help tickets daily, gathering information from end users and documenting troubleshooting steps. This role involves closing completed tickets, escalating unresolved issues, and providing weekly reports on ticket status and resolution times. The technician will troubleshoot and support various access control and video management systems.
Key focus areas include Monitor and respond daily to submitted C-Cure and Milestone help tickets, Acknowledge receipt of tickets and gather additional information from end users, and Document troubleshooting steps, resolutions, and updates in the ticketing system.
Successful candidates bring Active Secret Clearance and Software House Level 2 C-Cure Installer/Maintainer Certification. Important skills include C-Cure 9000, Milestone XProtect Corporate, iSTAR Door Controller Hardware, Programming, Creating Access Rights, and Building User Accounts.
Skills & qualifications
Skills
Qualifications
Full job description
Job Description
We are looking for an ESS Helpdesk Technician to join the team immediately. This position requires an active SECRET clearance or the ability to obtain one immediately upon hire.
As a Electronic Security Systems Help Desk Technician, you will:
Monitor and respond daily to submitted C•Cure and Milestonehelp tickets.
Acknowledge receipt of tickets and gather additional information from end users.
Document troubleshooting steps, resolutions, and updates in the ticketing system.
Close completed tickets and escalate unresolved issues to the COR weekly.
Provide weekly reporting on ticket status, common issues, and resolution times.
Troubleshoot and support:
C•Cure 9000 (v3.0 or higher) access control systems
Milestone XProtect Corporate (2022 or higher) video management systems
iSTAR Door Controller hardware, Recording Servers, encoders, and decoders
Configure and modify badge programming, monitor views, and camera settings.
Maintain a detailed log of help desk activities.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Skills and Requirements
Active/current Secret Clearance or ability to obtain as soon as hire.
Hands-on experience with:
C•Cure 9000 (v3.0 or higher)
Milestone XProtect Corporate (2022 or higher)
Software House Level 2 C•Cure 9000 Installer/Maintainer Certification
Experience programming at a basic level -- creating access rights, building user accounts, looking into the system and seeing if a reader is down Milestone certification
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