System Analyst - Rochester NY

Northland Controls • Pittsford, NY

7h • Onsite

About The Position

Northland Controls is seeking a well-qualified System Analyst, located in Rochester, NY. Secondary location considerations for Reston, VA or Austin, TX. The System Analyst will be responsible for delivering outstanding service desk support to the assigned region, ensuring the smooth operation of physical security systems and associated technology. This role acts as the primary point of contact for service tickets and technical issues, coordinating responses and managing ticket resolution in line with Northland’s service standards. What type of candidate Northland is looking for: We strive to find the right kind of people, who respect the Northland way; they will emphasize taking on challenges, working hard, learning fast, and maintaining embracing accountability, all while having fun! Our culture and team are our strongest assets. We want to employ happy people, who bring a positive and energetic attitude to not only their work and the work environment. What you will love about this job. You will be working for an amazing company in a challenging environment that employs the most exceptional type of people.

Requirements

• Self-motivated, with the ability to work independently and manage multiple priorities.
• Minimum of 5 years’ experience in a service desk or support role within the security industry.
• Experience supporting regional access control and CCTV systems.
• Strong background in troubleshooting and supporting security technologies including biometrics, key management, and alarm centers.
• Familiarity with Windows operating systems and Microsoft Office Suite.
• Basic understanding of IT networks, LAN/WAN, and cloud-based systems is highly desirable.
• Strong interpersonal and communication skills with the ability to engage at all levels.
• Strong written and verbal communication skills.
• Excellent problem-solving and organizational abilities.
• Ability to work independently and collaboratively within a team environment.
• Proficiency in Microsoft Office Suite.
• Must be authorized to work in the US or applicable region.

Nice To Haves

• Certifications in access control or CCTV systems (e.g., Lenel OnGuard, Milestone) are preferred.
• Experience as an installer or service engineer is desirable.
• Professional security certifications (e.g., ASIS, CPP) are desirable but not required.

Responsibilities

• Manage and triage service tickets from receipt through to resolution.
• Coordinate service queue management and ticket assignment.
• Provide first-line solutions where possible, escalating unresolved issues as required.
• Coordinate and support engineering visits and remote sign-off processes.
• Maintain and update as-built documentation and technical configurations.
• Manage spares stock and oversee ticket invoice reconciliation.
• Assist in the development and documentation of processes and procedures.
• Provide regular statistical reporting and support ad hoc data requests.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees