Electronic Security Systems Help Desk Technician (job Number: 1348)

Electronic Security Systems Help Desk Technician

We are seeking a Electronic Security Systems Help Desk Technician to join our federal team at our DEA Headquarters / Springfield, VA location. This role is seated at the help desk and is responsible for supporting the DEA's access control and video surveillance systems through ISPA's ticketing system. You will be the first point of contact for resolving C•Cure 9000 and Milestone XProtect issues, ensuring smooth operations across DEA facilities within the National Capital Region.

At Johnson Controls, we support our nation's most critical facilities, the people who occupy them, and the missions they enable. Johnson Controls Federal Systems (JCFS) is a specialized team serving as a trusted partner to the federal government. We help modernize U.S. military installations, Department of Defense and other federal agency facilities to be smarter, more resilient, efficient, sustainable, and secure.

Shift: Monday – Friday, 8 hours/day between 6:00 a.m. – 6:00 p.m.

Benefits: Eligible for benefits on first day of employment

Vacation: 3 weeks of paid vacation per calendar year, plus standard holidays, 5 days sick leave, 3 floating holidays

Travel Required: Minimal – occasional travel to DEA facilities within the National Capital Region (NCR) as required

As a Electronic Security Systems Help Desk Technician, you will:

• Monitor and respond daily to submitted C•Cure and Milestone help tickets.
• Acknowledge receipt of tickets and gather additional information from end users.
• Document troubleshooting steps, resolutions, and updates in the ticketing system.
• Close completed tickets and escalate unresolved issues to the COR weekly.
• Provide weekly reporting on ticket status, common issues, and resolution times.
• Troubleshoot and support:
• C•Cure 9000 (v3.0 or higher) access control systems
• Milestone XProtect Corporate (2022 or higher) video management systems
• iSTAR Door Controller hardware, Recording Servers, encoders, and decoders
• Configure and modify badge programming, monitor views, and camera settings.
• Maintain a detailed log of help desk activities.

Required Qualifications:

• Active/current Secret Clearance (must be maintained throughout employment).
• Hands-on experience with:
• C•Cure 9000 (v3.0 or higher)
• Milestone XProtect Corporate (2022 or higher)
• Software House Level 2 C•Cure 9000 Installer/Maintainer Certification
• Strong documentation and troubleshooting skills.

Preferred Qualifications:

• Experience working in a federal or highly regulated security environment.
• Familiarity with security network equipment (encoders, decoders, recording servers).
• Strong communication and customer service skills in a help desk setting.

Preferred Education:

• Technical certification or degree in IT, electronics, or security systems (preferred but not required).

Johnson Controls is an equal employment opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/careers.