Tier II Helpdesk

Job Description

The Tier 2 Helpdesk Technician serves as the technical escalation point for the ESS Helpdesk, resolving service events that exceed Tier 1 scope, authority, or knowledge. This position carries full diagnostic and dispatch authority across Video Surveillance Systems (VSS), Intrusion Detection Systems (IDS), and Physical Access Control Systems (PACS). For VSS, Tier 2 performs advanced remote diagnostics and authorized system configuration changes beyond Tier 1 scope. For IDS and PACS where no remote access is available — Tier 2 applies deeper platform-specific knowledge to resolve escalated faults, coordinate directly with field technicians and manufacturers during active repairs, and validate that corrective actions are technically sound and contractually compliant. Tier 2 also serves as an informal technical lead, reviewing Tier 1 dispatch accuracy and supporting staff development. Pay will vary from 62k - 67k based on a variety of factors.

Skills and Requirements

High school diploma or GED required associate degree or vocational/technical training in electronics, security systems, networking, or a related field preferred. Minimum three years of experience in ESS, low-voltage security systems, a technical NOC, or a government security systems environment, with at least one year in a helpdesk or remote support role. Demonstrated advanced working knowledge in at least two ESS disciplines (VSS, IDS, PACS) through prior employment, verifiable training, or manufacturer certification. Ability to obtain and maintain a Public-Trust or higher determination is required. Prior experience supporting federal government facility security programs preferred.

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].