Helpdesk Technician I – Security Systems (Tier 1–2)

M.C. Dean, Inc.

McLean (VA)

On-site

USD 75,520 - 94,400

Full time

14 days+

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Benefits offered by this job

Competitive salary

Medical, dental, vision, life, and(dis

Disability insurance

Paid time off

Tuition reimbursement

401(k) Retirement Plan

Military Reserve pay offset

Paid maternity leave

Job summary

M.C. Dean, Inc. is seeking a Tech Specialist I (Helpdesk Technician) in the SES unit to provide Tier 1–2 support for electronic security systems, including access control and video management, across ESS platforms.

You will troubleshoot badge access, camera outages, and VMS connectivity, while maintaining system health and documenting changes. Collaboration with security operations and IT teams is essential for uptime and incident response.

Qualifications

High School Diploma with 6+ years of experience or an Associate’s degree with 4+ years.
6 years of helpdesk, technical support, or security systems experience.
Reliable attendance at customer site during required work hours.
Working knowledge of access control systems (LenelS2, Genetec, AMAG, Brivo, HID, etc.).
Experience with video management systems (Milestone, Avigilon, Genetec Security Center, ExacqVision).
Understanding of basic networking concepts (IP addressing, PoE, switches, VLANs).
Ability to diagnose hardware and software issues across ESS components.
Strong communication skills and customer‑focused mindset.
Ability to manage multiple tickets and prioritize effectively.

Responsibilities

Provide Tier 1–2 technical support for ESS platforms (access control, VMS, intrusion detection).
Troubleshoot badge access failures, door controller errors, camera outages, and VMS connectivity problems.
Monitor system health dashboards and alerts to identify and address failures or performance issues.
Assist with user account creation, badge activation, permissions changes, and access level assignments.
Support field technicians with remote diagnostics, log reviews, and configuration assistance.
Document support activities, resolutions, and system changes in the ticketing system.
Coordinate with security operations, facilities, and IT teams to ensure system uptime and incident response.
Maintain knowledge of ESS hardware components (readers, panels, controllers, cameras, NVRs) and software platforms.
Assist with routine system maintenance tasks, firmware updates, and configuration backups.
Contribute to SOPs, troubleshooting guides, and training materials.