Job Description: Tier 1 Helpdesk Technician

National Security Services | Reports to: Helpdesk Manager | FLSA: Non-Exempt

Role Summary: 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.

Key Duties: Receive and document all incoming trouble calls and service requests; open and manage tickets from intake through resolution. Perform remote VSS diagnostics including camera faults, NVR/DVR issues, network connectivity, and storage failures; execute authorized remote remediation within defined scope. For IDS and PACS faults, apply working system knowledge to identify probable failure, zone transmitters, control panels, power supplies, readers, lock hardware, or communication modules and determine correct parts and corrective action without direct system access. Initiate parts requests with accurate part numbers and compatibility confirmation prior to dispatch. Maintain proactive communication with facility POCs and field personnel throughout all service events. Document all diagnostics, actions, and outcomes in the ticketing system; flag recurring fault patterns for program management review.

Required Knowledge: VSS: IP camera technology, NVR/DVR architecture, network fundamentals (IP, PoE, VLANs), and common platform interfaces (Milestone, Genetec, Avigilon, Axis, or equivalent). IDS: control panel operation (DSC, Bosch, Honeywell, DMP, or equivalent), sensor types, zone supervision, wireless components, and UL Listed alarm standards. PACS: access control panel architecture, card reader technologies (Wiegand, OSDP, PIV/CAC), electric locking hardware (mag-locks, strikes, fail-safe/fail-secure), and power distribution fundamentals. All disciplines require functional ability to read as-built drawings and system schematics for parts identification and dispatch planning.

Qualifications: 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. Experience supporting federal or government facility programs is a plus. Ability to obtain a Public-Trust or higher determination required.

Preferred Certifications: SIA CSEIP; ASIS PSP; manufacturer platform certifications (Lenel, Genetec, Software House, Bosch, Honeywell, Avigilon, or equivalent). Specific certifications may be required for contract task order assignments. CompTIA Security+ or Network+ is beneficial for candidates with an IT background.

Performance Standards: Technicians are measured on ticket documentation accuracy, first-dispatch resolution rate (85% target), response time compliance with contractual SLAs, parts order accuracy prior to dispatch, and proactive escalation of at-risk tickets before SLA breach.

Pay: $57,000.00 - $62,000.00 per year

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Work Location: In person