Tier 1 Electronic Security Helpdesk Technician (VSS/IDS/PACS)

Securityhunter, Inc.; Milford Mill (MD); On-site; 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. is seeking a Tier 1 Helpdesk Technician to be the first point of contact for ESS service requests from federal facility customers.

You will document, triage, and dispatch service events across VSS, IDS, and PACS, performing remote diagnostics and authorized remediation where possible. Responsibilities include ticket lifecycle management, proactive communications with facility points of contact, and escalation when needed.

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).
• Ability to obtain a Public-Trust or higher determination required.

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 and determine correct parts and actions without direct system access; dispatch field technicians as needed.
• 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.

Skills

Technical helpdesk experience

ESS discipline knowledge

Ability to read as-built drawings

Education

High School Diploma or GED

Associate degree or vocational training (electronics/security/IT)

Tools

Milestone

Genetec

Avigilon

Axis

DSC

Bosch

Honeywell

Job description

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

You will document, triage, and dispatch service events across VSS, IDS, and PACS, performing remote diagnostics and authorized remediation where possible. Responsibilities include ticket lifecycle management, proactive communications with facility points of contact, and escalation when needed.