Technical Help Desk Specialist

About the Role

• Full-time, on-site position based in the Albany, New York Metropolitan Area.
• Entry-level role, ideal for launching a career in technology.
• Comprehensive training will be provided.

Key Responsibilities

• Serve as a first point of technical contact for customers requesting service or assistance.
• Work with the Service Coordinator to gather information, identify the nature and urgency of reported issues, and determine the appropriate next step.
• Provide basic customer education and assistance with normal system operation.
• Perform Tier 1 troubleshooting by phone or through approved remote-access tools using established procedures.
• Review basic system status, device communication, user information, and event history to diagnose customer concerns.
• Assist with common issues involving logins, passwords, permissions, remote access, software use, cameras, access-control devices, and cloud-connected platforms.
• Resolve straightforward issues remotely whenever possible.
• Escalate issues requiring advanced technical support to the appropriate resource.
• Document customer concerns, troubleshooting performed, findings, and resolution/escalation details within the company's service-management system.
• Gather supporting information for escalated issues, including error messages, screenshots, affected devices, and troubleshooting completed.
• Follow established support, documentation, security, and escalation procedures.
• Participate in company-provided technical training and develop familiarity with supported security systems and technology.

Requirements & Tech Stack

• Comfortable using computers and learning new software.
• Basic understanding of common computer and internet concepts.
• Ability to navigate Windows applications and web-based software.
• Ability to communicate clearly and professionally by phone and email.
• Ability to follow written procedures and troubleshooting instructions.
• Good organization and attention to detail.
• Willingness to learn and ask questions when needed.
• Dependable and professional demeanor.

Qualifications

• High school diploma or equivalent.
• No college degree, professional certifications, or prior experience in the security industry required.
• Personal experience and demonstrated interest in technology may be considered in place of formal education or professional experience.

Helpful Background (Not Required)

• Experience or personal interest in:
• Building or repairing computers
• Home networking or Wi-Fi
• Consumer electronics
• Technology clubs or technical education programs
• Basic computer troubleshooting
• Customer service
• Security cameras or smart-home technology