Tech Specialist 1 (Helpdesk Technician) -Tysons, VA
About The Position
M.C. Dean is seeking a Tech Specialist 1 (Helpdesk Technician) to join their Security and Electronic Systems (SES) business unit. This role is part of a team that designs, engineers, integrates, operates, and maintains electronic security services, including intrusion detection, access control, biometric authentication, video surveillance, audio visual, IT systems, perimeter defense, and command and control systems for federal, local, and commercial customers. The Tech Specialist 1 will provide Tier 1-2 technical support for these Electronic Security Systems (ESS) platforms, supporting both end users and field technicians to ensure system reliability and functionality.
Requirements
- 6+ years of experience with a High School Diploma or 4+ years of experience with an Associate's degree.
- 6 years of experience in helpdesk, technical support, or security systems support.
- Working knowledge of access control systems (e.g., LenelS2, Genetec, AMAG, Brivo, HID, or similar).
- Experience with video management systems (e.g., 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.
- Requires reliable attendance at customer site during work hours required by customer.
- Ability to obtain a Public Trust clearance.
- U.S. Citizenship may be required for access to classified information.
Nice To Haves
- Experience with Allen Bradley PLC, Ignition, Distech, Niagara, Siemens Desigo, Eaton Foreseer, Schneider EPO, Open Systems Interconnection (OSI), Wonderware, Instrumentation calibrator/simulator.
- CCST certification.
- Security+ certification.
Responsibilities
- Provide Tier 1–2 technical support for ESS platforms, including access control systems, video management systems (VMS), intrusion detection, and related security hardware.
- Troubleshoot issues such as badge access failures, door controller errors, camera outages, VMS connectivity problems, and credential provisioning.
- Monitor system health dashboards and alerts to identify and escalate system failures or performance issues.
- Assist with user account creation, badge activation, permissions changes, and access level assignments.
- Support field technicians by providing remote diagnostics, log reviews, and configuration assistance.
- Document all support activities, resolutions, and system changes in the ticketing system.
- Coordinate with security operations, facilities, and IT teams to ensure system uptime and proper 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 the development of SOPs, troubleshooting guides, and training materials.
Benefits
- Competitive salary
- Medical, dental, vision, life, and disability insurance
- Paid time off
- Tuition reimbursement
- 401k Retirement Plan
- Military Reserve pay offset
- Paid maternity leave
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
