This request for personnel is to support Automated Systems Design (ASD) Service Desk Commissioning Team.

The immediate request is for an analyst with access control and/or video surveillance experience to facilitate and maintain systems for multiple facilities.  The contracts are currently staffed with a combination of full-time ASD employees and temporary contractor personnel.  Additional staff with similar skill sets and at the same rate may be requested as changing requirements dictate.

This position requires great people skills.  The individual must be skilled at listening to clients, capturing issues, and guiding them through issue resolution.  The individual must be courteous, well spoken, and not easily shaken.  Previous call center and support experience is a great plus for the position(s). Potential candidates will work closely with Vendors, Technicians, Engineering, and Project Managers.

All prospective analysts are required to pass a criminal background check.

Below is a list of desired qualifications:

• Excellent customer service and telephone skills. Required proficiency in both spoken and written English required.
• Experience with Service Now, IT Cares, or similar call center application.
• Network knowledge of standard wiring, client LAN/WAN environments (NAT/PAT, private/public IP address space, DHCP, DNS, TCPIP Fundamentals).
• Communication and collaboration systems including Google email, video conferencing and Web and audio conferencing.
• Multi-platform client computing across Windows & Apple clients operating systems.
• Installed, configured, updated, maintained access control systems.
• Installed, Updated, maintained CCTV cameras, and related systems.
• Ability to direct onsite technicians to support various technical solutions.
• Capability to work both independently and in a team environment.
• Maintain a high level of customer satisfaction.
• Capable of producing systems documentation and process manuals in support of operations if required.

Preferred Certifications:

• 3X Logic
• Axis
• Brivo
• Salto
• S2
• PTI
• Hanwha

Certifications that add value:

• CompTIA Network +, Service Now, Microsoft, Fortinet, and Cisco.

In addition to the above requirements that apply to all service desk analysts, knowledge of healthcare and/or E911 environments and related applications is a plus for the current positions