Tech Specialist 1 (Helpdesk Technician) -Tysons, VA

M.C. Dean, Inc.; McLean (VA); On-site; USD 75,520 - 94,400; Full time

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.

Skills

Helpdesk experience

Customer-focused

Access control

Video management systems

Networking basics

Troubleshooting

Communication skills

Ticket management

Education

High School Diploma

Associate’s degree

Tools

LenelS2

Genetec

AMAG

Brivo

HID

Milestone

Avigilon

Genetec Security Center

ExacqVision

Job description

Role Summary

Tech Specialist I (Helpdesk Technician) in the Security and Electronic Systems (SES) Business Unit. Provides Tier 1–2 technical support for electronic security systems including access control, video management, and related infrastructure.

Responsibilities

• Provide Tier 1–2 technical support for ESS platforms (access control, VMS, intrusion detection).
• Troubleshoot issues such as badge access failures, door controller errors, camera outages, and VMS connectivity problems.
• Monitor system health dashboards and alerts to identify and address system 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.

Qualifications

Clearance/Citizen Type: Applicants may need to be U.S. citizens and able to obtain a Public Trust clearance.

• High School Diploma with 6+ years of experience or Associate’s degree with 4+ years.
• 6 years of helpdesk, technical support, or security systems support 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.

Preferred Technologies

• Allen Bradley PLC, Ignition, Distech, Niagara, Siemens Desigo, Eaton Foreseer, Schneider EPO, Open Systems Interconnection (OSI), Wonderware, Instrumentation calibrator/simulator.

Preferred Industry Certifications

• CCST certification, Security+ certification.

What We Offer

• A collaborative team driven by core values of agility, expertise, and trust.
• Opportunity to build a business with support from a leading firm with 75 years of experience.
• Investment in skills through professional and technical training, including leadership training and tuition reimbursement.
• Open and transparent communication with senior leadership.

Benefits

• Competitive salary.
• Medical, dental, vision, life, and disability insurance.
• Paid time off.
• Tuition reimbursement.
• 401(k) Retirement Plan.
• Military Reserve pay offset.
• Paid maternity leave.

Pay Range

USD $75,520.00 – $94,400.00 per year.