Tier I Helpdesk

Job Description

The Tier 1 Helpdesk Technician is the first point of contact for all ESS service requests and fault notifications from federal facility customers. This position receives, documents, triages, and dispatches service events across Video Surveillance Systems (VSS), Intrusion Detection Systems (IDS), and Physical Access Control Systems (PACS). For VSS, the technician performs remote diagnostics and authorized remediation actions. For IDS and PACS where no remote access is available; the technician must apply sufficient technical knowledge to identify probable cause, determine the correct corrective action, specify the right replacement parts, and dispatch a properly credentialed field technician. Accuracy in triage and dispatch directly affects first-call resolution rates, parts cost, and contract performance. Pay will range based on a variety of factors and will vary between 57k - 62k annually.

Skills and Requirements

High school diploma or GED required associate degree or vocational training in electronics, security systems, or IT preferred Minimum one year of experience in a technical helpdesk, NOC, or low-voltage security systems environment. Demonstrated working knowledge in at least one ESS discipline (VSS, IDS, or PACS) through prior employment or verifiable training. Ability to obtain a Public-Trust or higher determination required. Experience supporting federal or government facility programs is a plus

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].