Tier III Helpdesk

Job Description

The Tier 3 Helpdesk Technician is the senior technical authority of the ESS Helpdesk and the final escalation point before a service event is elevated to a vendor, manufacturer, or program management. This position holds full system programming and configuration authority across Video Surveillance Systems (VSS), Intrusion Detection Systems (IDS), and Physical Access Control Systems (PACS). Tier 3 operates primarily in a helpdesk and remote support capacity but conducts occasional site visits when a fault cannot be resolved through remote means or when a site requires direct technical assessment. Tier 3 also owns the team's technical knowledge base, ensuring troubleshooting guides, equipment records, and reference documentation are current and accurate. Pay will range from 67k - 75k annually based on a variety of factors.

Skills and Requirements

VSS: expert-level administration and configuration on multiple enterprise platforms (Milestone, Genetec, Avigilon, Axis, Hanwha, Pelco, or equivalent) server and storage architecture, system integration, advanced analytics configuration, and network architecture design for video systems. IDS: expert-level knowledge of multiple control panel platforms (DSC, Bosch, Honeywell, DMP, UTC/Interlogix, or equivalent) full system programming, zone architecture, central station protocol configuration, and federal high-security IDS requirements including SCIF and classified space standards. PACS: expert-level platform knowledge (Lenel OnGuard, Genetec Security Center, Software House C-CURE, AMAG Symmetry, or equivalent) full system programming and configuration including credential management, access level architecture, elevator and interlock control, hardware integration, and HSPD-12/PIV/FICAM compliance implementation. All disciplines require the ability to develop and maintain technical documentation, interpret engineering drawings, and provide authoritative direction to field technicians and vendors resolving complex installations and faults. Minimum five years of progressive experience in ESS, low-voltage security systems, or a government security systems environment, with demonstrated advancement through increasing levels of technical responsibility. Expert-level working knowledge in at least two ESS disciplines and strong working knowledge in the third, verified through prior employment Ability to obtain a secret clearance

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 employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to 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 the recruiting process, please send a request to [email protected].