Service Technical Support Specialist

Overview

The Service Technical Support Specialist is responsible for remotely reviewing, diagnosing, troubleshooting, and supporting technical issues involving customer systems before and during field service. This role attempts to resolve issues remotely when appropriate, determines when field service is required, supports technicians during service visits, documents technical findings, and helps ensure service tickets contain accurate technical evidence. The role supports access control, CCTV/video, burglar alarm, fire alarm monitoring, elevator phone monitoring, network/headend communication, system diagnostics, device health, and customer support workflows.

Schedule is Monday - Friday, 8 am - 4 pm. Applicants must be willing to submit to a drug screening and criminal background check.  EOE/M/F/V/D-DCJS #11-2294 

• Location: Bethesda, MD
• Travel: No
• Salary Range: $23.00-$25.00/hour

Responsibilities

Incident Review and Remote Triage

• Review client-reported issues and diagnostic monitoring alerts to determine the affected system, device, site, account, or service.
• Perform remote triage before dispatch where practical, including system status review, communication checks, event history review, device status review, programming review, credential/user review, signal history review, and customer verification.
• Determine whether the issue can be resolved remotely, requires customer action, requires further investigation, or must be converted into a service request created by Technical Support.
• Document all triage steps, findings, test results, and disposition decisions in the incident or ticket record.

Remote Technical Resolution

• Resolve eligible issues remotely, including programming corrections, account updates, user/credential corrections, device communication review, approved system resets, software/service checks, alarm signal review, and configuration adjustments.
• Confirm resolution through system evidence, customer confirmation, event logs, signal tests, diagnostic recovery, or monitoring confirmation.
• Close incidents only when required evidence and customer communication are complete.
• Identify recurring or systemic issues that may require corrective action or engineering review.

Field Technician Support

• Provide technical guidance to field technicians before or during service calls.
• Review prior incident notes, equipment history, system configuration, communication paths, customer account data, and troubleshooting recommendations.
• Assist technicians with testing, configuration, signal verification, video/access review, monitoring setup, communicator troubleshooting, DoorKing telephone-line troubleshooting, and escalation decisions.
• Receive tickets back from technicians when remote account changes, monitoring platform updates, programming changes, or additional technical review is required.

Monitoring and Communication Path Support

• Support troubleshooting of monitoring account issues, signal testing, fire/burglar alarm communication paths, cellular/IP path failures, elevator phone monitoring issues, and central station account configuration concerns.
• Coordinate with central station monitoring when signal receipt, dispatch instructions, account status, test mode, emergency contacts, or monitoring activation must be reviewed.
• Support controlled handling of fire monitoring communication path failures and temporary path-status changes where authorized by policy and procedure.
• Document communication-path findings, test results, and corrective action

Service Request Conversion and Escalation

• Determine when an incident should be converted into a service request based on remote triage outcome, field access need, equipment failure, wiring/power/network issue, life-safety concern, customer impact, or repeated failure, and create the service request with sufficient technical scope and evidence for dispatch.
• Escalate unresolved, recurring, high-risk, life-safety, monitoring, compliance, or customer-impacting issues to the proper manager or department.
• Open or recommend corrective action when repeat failures, process gaps, documentation weaknesses, or system-level issues are identified.
• Support billing review by documenting whether the issue appears related to customer infrastructure, carrier/phone/internet service, vandalism, act of nature, customer damage, third-party damage, company-provided headend equipment, or normal covered failure.

Qualifications

• Strong technical troubleshooting
• Ability to diagnose issues remotely using system dashboards, logs, account records, and customer information.
• Working knowledge of access control, CCTV/video, burglar alarm, fire alarm monitoring, elevator phones, communications, networking, and customer support workflows.
• Ability to distinguish remote-resolvable issues from field-service
• Ability to communicate clearly with customers, technicians, service coordinators, central station personnel, account managers, and managers.
• Strong documentation discipline and evidence quality
• Ability to prioritize urgent, life-safety, security, and customer-impacting
• Professional judgment when handling alarm, fire, monitoring, or customer-impacting

Preferred Experience

• Technical support experience in access control, CCTV, alarm systems, managed security services, central station monitoring, low-voltage systems, or field service.
• Experience supporting field technicians
• Experience with alarm signal testing, access-control panels, video systems, network communication, cellular/IP communicators, telephone-entry systems, and customer account
• Experience with service management platforms and diagnostic monitoring

Benefits

Choice of Medical Insurance plans

Choice of two Dental Insurance Plans

Vision Insurance

Medical and Dependent Care FSA Accounts

401K Plan with a discretionary employer match

529 Plan Access

Employee Assistance Program

Commuter and Parking Benefit

Short-term Disability and Long-term Disability Insurance

Employer-paid 50K Life and AD&D Insurance

Voluntary Life Insurance for Employee, Spouse and Children

Voluntary portable Accident, Critical Illness Insurance, Hospital Indemnity Coverage

Annual performance evaluation and salary adjustment consideration

Paid holidays, sick and vacation leave

Job-related tuition reimbursement