Electronic Security Helpdesk Tier 1 Technician

Securityhunter; Baltimore, Northern (MD, KY); Hybrid; USD 57,000 - 62,000; Full time

Benefits offered by this job

401(k) matching

Dental insurance

Health insurance

Health savings account

Life insurance

Paid time off

Parental leave

Referral program

Retirement plan

Vision insurance

Job summary

Securityhunter, Inc. in Baltimore, MD, is seeking a Tier 1 Helpdesk Technician to be the first point of contact for ESS service requests from federal facility customers.

The role covers remote diagnostics for VSS and on-site troubleshooting for IDS/PACS, with ticketing and dispatch responsibilities. Requirements include a high school diploma or GED and at least 1 year in a technical helpdesk or low-voltage environment; federal program experience is a plus.

Qualifications

• High school diploma or GED required.
• Minimum one year of experience in a technical helpdesk, NOC, or low-voltage security systems environment.
• Experience supporting federal or government facility programs is a plus.

Responsibilities

• 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.
• For IDS and PACS faults, identify probable failure, zone transmitters, control panels, etc., and dispatch correct parts and technicians.
• Maintain proactive communication with facility points of contact and field personnel throughout service events.

Skills

Remote diagnostics

Ticketing systems

Security systems

Education

High school diploma or GED

Associate degree or vocational training

Tools

Milestone

Genetec

Avigilon

Axis

Job description

Securityhunter, Inc. in Baltimore, MD, is seeking a Tier 1 Helpdesk Technician to be the first point of contact for ESS service requests from federal facility customers.

The role covers remote diagnostics for VSS and on-site troubleshooting for IDS/PACS, with ticketing and dispatch responsibilities. Requirements include a high school diploma or GED and at least 1 year in a technical helpdesk or low-voltage environment; federal program experience is a plus.