Technical Support Representative I

In this onsite role, you will support emergency operations and security monitoring by handling incoming alerts and customer requests, coordinating response actions, and maintaining clear, accurate records. You will also troubleshoot security devices and assist with monitoring and testing support during emergency operations exercises and events.

Key Responsibilities

• Respond to emergency operations events including elevator entrapments, duress activations, 911 calls, code blue events, fire alarm activations, and active shooter notifications.
• Use Everbridge and established emergency notification workflows to manage alerts and share relevant information with the OS Emergency Response Team and other stakeholders.
• Dispatch guards, emergency services, and customer notifications according to established procedures.
• Contact customers to ask about unusual events, confirm key details, and support timely follow-up.
• Document incident activity, alarm events, subscriber calls, and customer interactions in PC-based systems.
• Support key request processing, occupancy reporting, procedure updates, and location contact file updates.
• Provide overflow support for Front Desk Personnel when needed.
• Monitor alarms, access control, intercom, and CCTV systems and take appropriate action based on event type and priority.
• Work with guards, property management, and engineers to verify circuits are signaling normal operation.
• Troubleshoot security devices in HQ and provide technical support to field technicians and customers.
• Provide monitoring and testing support during emergency operations exercises and events.
• Read and interpret signals from customer premises, record received information, and escalate issues as needed.
• Create, schedule, and track service calls with the service manager or coordinator, customers, and technicians.
• Track pending activities, maintain daily status updates, and provide a clear account of open items to the team.
• Monitor the status of OCC offices nationwide and notify OS personnel of event posts in Everbridge.
• Program and re-program access control and CCTV video systems as required.
• Research alarm events using video, access control, and IDS systems to support accurate resolution.
• Update restricted data such as phone numbers, access cards, and temporary access permissions for employees or contractors.
• Answer incoming phone calls quickly and accurately, assisting customers by phone or email with technical questions or routing them to the appropriate OS personnel.
• Prepare and submit activity and history reports to customers when requested.

Required Qualifications

• University degree and 1 year of suggested minimum experience, or a 2-year degree and 6 years of suggested minimum experience, or an equivalent combination of education and experience.
• Experience in a customer support, security operations, emergency response, or alarm monitoring environment.
• Ability to handle high-volume phone work while responding quickly and professionally to urgent events.
• Strong typing, reading, speaking, and writing skills.
• Ability to take verbal and written instructions and follow established procedures and guidelines.
• Comfort using PC-based systems to document activity, track service calls, and maintain accurate records.
• Ability to communicate effectively with customers, guards, technicians, and internal teams.
• Analytical mindset with attention to detail and the ability to manage multiple priorities in a fast-paced setting.

Technology and Tools

• Everbridge
• PC-based systems
• CCTV
• Access control
• Intercom
• IDS

Benefits

• Competitive benefits package

How You Will Work

• Own each event from intake to resolution with accountability, accuracy, and a strong sense of urgency.
• Verify alarms, confirm details with customers and partners, and remove obstacles to support timely response.
• Use calm, clear communication and precise documentation so alerts, calls, and incidents can be tracked and acted on.
• Review procedures, update contact information, and follow up to strengthen future response.
• Collaborate with guards, engineers, property management, technicians, and internal response groups to keep operations moving.

Nice to Have

• Experience with Everbridge, NC4 alerts, access control systems, or CCTV video systems.
• Background in a security operations center, alarm receiving center, or similar monitoring environment.
• Experience supporting emergency exercises, incident reporting, or service call coordination.
• Familiarity with programming or re-programming access control and video systems.

Job Details

• Location: Alexandria, VA (onsite)
• Compensation: USD 29 to 38 per hour
• Minimum Experience: 1 year suggested minimum