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Overview

About M.C. Dean

Why Join Us?

Our people are passionate about engineering innovation that improves lives and drives impactful change. Guided by our core values—agility, expertise, and trust—we foster a collaborative and forward-thinking work environment. At M.C. Dean, we are committed to building the next generation of technical leaders in electrical, engineering, and cybersecurity industries.

Responsibilities

We’re seeking a detail‑oriented Helpdesk Technician with hands‑on experience supporting Electronic Security Systems (ESS), including access control, video management, and related security infrastructure. This role supports both end users and field technicians, ensuring that security systems remain reliable, functional, and properly maintained.

Key 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.

Required Skills & Qualifications

+ 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.

Qualifications

**Key Requirements:** Ability to obtain clearance at Public Trust level.

Education:

+ Requires 6 or more years of experience with installation, troubleshooting and/or testing of EPMS, BMS, Industrial instrumentation and/or SCADA systems

+ 6+ years of experience with a High School Diploma 4+ years of experience with an Associate's

+ Requires reliable attendance at customer site during work hours required by customer

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

Abilities:

+ Exposure to computer screens for an extended period of time.

+ Sitting for extended periods of time.

+ Reach by extending hands or arms in any direction.

+ Have finger dexterity in order to manipulate objects with fingers rather than whole hands or arms, for example, using a keyboard.

+ Listen to and understand information and ideas presented through spoken words and sentences.

+ Communicate information and ideas in speaking so others will understand.

+ Read and understand information and ideas presented in writing.

+ Apply general rules to specific problems to produce answers that make sense.

+ Identify and understand the speech of another person.