Service Technical Support Specialist

The Service Technical Support Specialist provides remote technical support to review, diagnose, troubleshoot, and resolve customer issues prior to and during field service. This onsite role in Bethesda, MD supports both customer needs and technician execution through incident documentation, monitoring communications, and timely escalation.

Key Responsibilities

• Review client-reported issues and diagnostic monitoring alerts to identify the affected system, device, site, account, or service.
• Conduct remote triage before dispatch where practical by reviewing system status, communication checks, event history, device status, programming, credentials or user details, signal history, and customer verification.
• Determine the appropriate resolution path based on findings, including remote resolution, customer-required action, further investigation, or conversion to a service request created by Technical Support.
• Document all triage actions, findings, test results, and disposition decisions in the relevant incident or ticket record.
• Resolve eligible issues remotely, including programming corrections, account updates, user or credential corrections, device communication review, approved system resets, and software or service checks.
• Confirm outcomes using system evidence and verification methods such as 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.
• 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.
• Support technicians with testing and verification, including configuration checks, signal verification, video or 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 are required.
• Support monitoring account troubleshooting, signal testing, fire and burglar alarm communication path issues, cellular or 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 actions.
• Convert incidents to service requests when remote triage indicates field access needs, equipment failure, wiring or power or network issues, life-safety concerns, customer impact, or repeated failure, and create requests 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 or internet service, vandalism, acts of nature, customer damage, third-party damage, company-provided headend equipment, or normal covered failure.

Required Qualifications

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

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

Schedule and Location

• Location: Bethesda, MD (onsite)
• Schedule: Monday - Friday, 8 am - 4 pm
• Travel: No

Compensation

$23.00-$25.00/hour (USD 23 - 25 per hourly)

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 or IP communicators, telephone-entry systems, and customer account support.
• Experience with service management platforms and diagnostic monitoring.