Systems Support Specialist 1

Hirsch USA; Reno (NV); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Competitive Base Pay

Fidelity 401(k) + Company Match

11 Company Paid Holidays

Generous Paid Time Off

Medical, Dental, & Vision Insurance

Fun Employee and Family Events

Job summary

Hirsch USA is looking for a Systems Support Specialist I based in Reno, NV. This full-time onsite role involves providing frontline technical support for ProTech systems, ensuring reliable system performance, and addressing customer inquiries effectively.

The ideal candidate will possess an Associate degree in IT or a related field, with 0-2 years of technical support experience. Proficiency in troubleshooting and customer service is essential. Competitive salary range from $60,000 to $65,000 per year with benefits.

Qualifications

• 0-2 years of technical support or help desk experience.
• Experience with physical security systems (access control, CCTV, alarms).
• Familiarity with ticketing systems.
• Ability to assess situations and develop action plans.

Responsibilities

• Provide Level 1 support for Protech systems via phone, email, and ticketing platforms.
• Troubleshoot hardware, software, and system-level issues across all product lines.
• Escalate complex issues with full diagnostics and documentation.

Skills

Technical support

Troubleshooting

Customer service

Analytical skills

Networking fundamentals

Basic electrical troubleshooting

Education

Associate degree in IT or related field

Tools

Salesforce

Jira

Job description

Job Summary

ProTech by Hirsch is a leader in perimeter intrusion detection systems (PIDS). The Systems Support Specialist I provides frontline technical support across Protech product lines, ensuring reliable system performance, customer satisfaction, and proper escalation of complex technical issues. This is a full‑time onsite role based in either Santa Ana, CA or Reno, NV.

Responsibilities

• Provide Level 1 support for Protech systems via phone, email, and ticketing platforms
• Troubleshoot hardware, software, and system‑level issues across all product lines
• Support GFENCE systems including vibration detection and false alarm analysis
• Support Infrared Barrier systems including alignment, calibration, and alarm validation
• Support Fence‑mounted detection systems (GFENCE/GWALL) including vibration detection tuning
• Support Dual Technology Sensors (PIRAMID) with microwave and infrared detection
• Assist with Triple Technology Barriers integrating multiple detection technologies
• Support specialized systems such as HATCH‑SECURE for hatch intrusion detection
• Assist with multi‑layered system integrations across Protech deployments
• Accurately and thoroughly document cases including problem, corrective actions and solutions
• Escalate complex issues with full diagnostics and documentation
• Maintain SLA compliance and support quality standards

Requirements

• Associate degree in IT, Electronics, or related field (or equivalent experience)
• 0‑2 years of technical support or help desk experience
• Experience with physical security systems (access control, CCTV, alarms)
• Low voltage/electronics technician background
• Familiarity with ticketing systems (Salesforce, Jira, etc.)
• Basic electrical troubleshooting: continuity checks, cable integrity, correct termination
• Basic understanding of networking fundamentals (IP addressing, connectivity)
• Ability to troubleshoot sensor‑based hardware and field devices
• Experience working in Windows environments
• Basic knowledge of access control systems, low‑voltage wiring, physical installations, and input/output systems
• Demonstrates ability to act as a trusted advisor to customers, setting and meeting customer expectations
• Proven analytical skills with the ability to diagnose and troubleshoot complex technical issues effectively
• Ability to assess situations, develop action plans, and escalate issues when needed to resolve customer concerns
• Customer‑focused with a commitment to delivering high‑quality service
• Strong organizational skills and attention to detail, especially in documenting problem resolutions
• Ability to manage multiple tasks in a fast‑paced environment, including high‑priority and time‑sensitive customer requests
• Comfortable with on‑call availability as needed for urgent support requests (occasional after‑hours support may be required)

Benefits

Pay & Perks: The base salary range for this position is $60,000 – $65,000/yr. The total compensation package includes:

• Competitive Base Pay
• Fidelity 401(k) + Company Match
• 11 Company Paid Holidays
• Generous Paid Time Off
• Medical, Dental, & Vision Insurance
• FSA/HSA
• Fun Employee and Family Events
• Employee Wellness Program
• Supplemental Life Insurance, AD&D Insurance, and Dependent Care plans
• A range of discounted products and free services

Equal Opportunity Employer

Hirsch is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified individuals regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, genetic information, marital status, veteran status, or any other characteristic protected by applicable law. We value diversity and inclusivity, believing that a diverse workforce enriches our company culture and enhances our ability to serve our customers effectively. Our hiring decisions are based solely on qualifications, skills, and experience relevant to the positions available. We strive to create a work environment that promotes fairness, respect, and equal opportunities for all employees. Hirsch does not tolerate any form of discrimination or harassment and is committed to maintaining a workplace free from such behavior. If you require any reasonable accommodation, please inform our HR department, and we will make every effort to accommodate your needs.

Employment offers are subject to a confidential pre‑employment background check.