Help Desk Service Engineer

Position Overview

The Help Desk Service Engineer is responsible for providing technical support to customers and internal personnel by diagnosing and resolving hardware, software, and network-related issues. This position requires strong problem-solving abilities, clear and professional communication skills, and a consistent focus on delivering excellent customer service. This role is primarily focused on supporting access control and video surveillance systems, working closely with both end users and internal technicians to troubleshoot and resolve issues that impact system functionality.

Key Responsibilities

· Technical Support: Provide first-line technical support to users by phone, email, chat, or in person. Support includes identifying and resolving issues related to access control systems, video management software, cameras, servers, and other related components.

· Troubleshooting & Diagnostics: Troubleshoot hardware and software issues related to video surveillance systems, electronic access control infrastructure, badge printing, and encoding devices. Collaborate with field technicians as needed.

· System Configuration Support: Assist with the configuration, tuning, and maintenance of existing access control and video surveillance systems. Tasks may include firmware updates, device replacements, and supporting reconfiguration efforts initiated through service tickets.

· Ticket Management: Manage the full lifecycle of support tickets, including assignment, triage, diagnosis, escalation (if necessary), and resolution. Provide detailed and direct documentation throughout the progression of the ticket. Create clear and concise resolution notes that summarize the reported issue and the corrective actions taken, ensuring the documentation is suitable for billing and invoicing.

· User Training: Provide basic training to users on how to use software applications and hardware effectively.

· System Monitoring: Perform routine reviews of key accounts under managed service agreements to maintain compliance with each SLA.

· Documentation: Maintain accurate records of technical issues and solutions provided. Update user manuals, troubleshooting guides, and knowledge base articles. Ensure all service interactions are thoroughly documented with relevant technical details such as device names, IP addresses, and system identifiers to support continuity and resolution history.

· Escalation: Escalate complex issues to senior engineers or other relevant teams when necessary and follow up to ensure timely resolution.

· Software & Hardware Maintenance: Assist with software updates, patches, and other routine maintenance to ensure systems are up to date and functioning properly.

· Remote Support: Provide remote support via remote desktop tools or VPN access to troubleshoot and resolve technical issues efficiently.

· Customer Service: Communicate effectively with users to understand their technical issues, provide clear and professional guidance, and ensure a positive support experience. Respond to both customer and technician calls while actively remaining in the help desk phone queue. Collect all necessary information, confirm or create ticket numbers, establish priority, and determine if field services are required based on the nature of the issue.

· Security & Compliance: Collaborate with customer cybersecurity and hardening teams to ensure systems and software remain secure and compliant.

Required Skills & Qualifications

· Technical Knowledge: Strong understanding of computer hardware, software, operating systems (Windows, macOS, Linux).

· Network Knowledge: Familiarity with basic networking concepts (TCP/IP, DNS, DHCP) and network troubleshooting. Experience with Wireshark is a bonus.

· Experience: Prior experience in a help desk, IT support, or technical support role, ideally 1-3 years.

· Problem-Solving: Excellent analytical skills and the ability to troubleshoot issues efficiently and accurately.

· Communication: Strong verbal and written communication skills, with the ability to explain technical issues to non-technical users.

· Customer Service: A customer-oriented approach with the ability to handle a wide range of user concerns in a professional and patient manner.

· Time Management & Multitasking: Ability to prioritize tasks, manage time effectively, and handle multiple support requests simultaneously in a fast-paced environment.

Preferred Qualifications

· Certifications: IT certifications such as CompTIA A+ or similar certifications.

· Technical Education: Associate’s degree or higher in Computer Science, Information Technology, Electrical Engineering, or a related technical field.

· Technical Knowledge: Knowledge of physical security technologies, including access control panels, card readers, and IP cameras, is highly beneficial.

· Software Proficiency: Experience with IT support software such as ticketing systems (e.g., ServiceNow, Jira, ConnectWise PSA) and monitoring tools. Proficiency with Microsoft Office applications. Experience with access control or video surveillance software is highly desirable.

· Remote Support Tools: Experience with remote troubleshooting tools (e.g., TeamViewer, ScreenConnect, Remote Desktop, etc.) is a plus.

Work Environment

· Office/Remote-Based: Primarily an in-office position. Location may be flexible based on company policy.

· Work Hours: Hours of in-office operation are Monday–Friday, 7:30 a.m. – 4:00 p.m. Central Time. A scheduled on-call rotation is established to support after-hours emergencies. Occasional evening and weekend work may also be required to accommodate customer scheduling needs.

· Travel: Some positions may require occasional travel to client sites or remote offices, depending on the role.

Job Type: Full-time

Pay: $45,000.00 - $48,000.00 per year

Benefits

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person