Job Description
The Help Desk Security Specialist assists clients by providing assistance to users experiencing problems accessing various Card Access Security Systems/Video Systems. Typical user support requests include request for dispatch, alarm code updates, and or specialized applications support. The Help Desk Specialist may monitor video systems and operations as assigned.
Shifts may include nights, weekends, and holidays. The CSC maintains 24/7 operations at all times, including during adverse weather conditions. Applicants must have reliable transportation, be punctual, and be committed to working their assigned shifts even in inclement weather.
The Help Desk Security Specialist may be asked to work unscheduled overtime or to cover a shift for an absent coworker. The Customer Service Center (CSC) is a 24/7/365 Help Desk.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Responsible for the integration of  Core Competencies into daily functions, including: commitment to integrity, knowledge/quality of work, supporting financial goals of the company, initiative/motivation, cooperation/relationships, problem analysis/discretion, accomplishing goals through organization, positive oral/written communication skills, leadership abilities, commitment to Affirmative Action, reliability/dependability, flexibility and ownership/accountability of actions taken.
Answers phones promptly.
Under direct supervision, provide customer assistance with routine inquiries and applications, software, hardware and network operations problems.
Log all events and document findings and actions taken to resolve events in ticketing software tool.
Follow and make use of standard procedure documentation.
Able to resolve less complex events immediately. More complex events are escalated to second level support.
Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and co-workers.
Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions as the best of own ability.
EDUCATION
High School diploma or equivalent plus one year related experience.
IT technical training, Security (Access Control) and industry certifications desired, such as PC A+, Network +, or Security +.
EXPERIENCE
Minimum one or more years’ experience in a service desk, call center or other technical support role, preferably in professional services.
Able to communicate effectively over the phone or in person. English is required; other languages welcome.
Able to write clearly and concisely.
Sufficient maturity in interpersonal development needed to contend with potential difficult situations and users.
Basic computer knowledge required. Able to work in a fast-changing, stressful environment where you must be flexible and learn quickly.