Alarm Install Support Specialist

Job Description

Job Description

Support Customers. Solve Problems. Build Your Technical Skills.

For nearly 60 years, Alarm Detection Systems (ADS) has helped businesses and homeowners with their security, fire alarm, video surveillance, access control, and other life safety needs.

We're looking for an Installation Support Specialist I who enjoys solving problems, helping people, and working with technology. In this role, you'll primarily support ADS installation technicians and internal teams with system programming and troubleshooting, while also assisting customers with system instruction and technical questions.

You'll work closely with field technicians, Sales, and Customer Care to answer questions, research issues, resolve technical challenges, and help ensure customers understand and feel comfortable using their systems. You'll also use company tools, databases, and communication platforms to troubleshoot issues, manage multiple requests, document your work accurately, and keep customers and team members informed along the way.

If you're organized, enjoy troubleshooting, communicate well with both technical and non-technical audiences, and want to continue building your technical knowledge with a company that's been serving its communities since 1968, we'd love to meet you.

Why Join ADS?

At ADS, our culture is built on five core values:

• Customer First – We put our customers at the center of everything we do.
• Do What You Say and Whatever It Takes – We honor our commitments and follow through.
• Embrace Change & Pursue Growth – We continuously learn, improve, and adapt.
• Be a Team Player – We work together to achieve shared success.
• Care About People – We genuinely care about our customers, coworkers, and the communities we serve.

At ADS, our Installation Support Specialists are a key resource for customers, technicians, and internal teams when questions come up or a system needs troubleshooting. This role brings together technical knowledge, problem-solving, and customer service, so we invest in helping our team continue building each of those skills.

You'll have opportunities to troubleshoot and program security systems, guide customers through system features, and work alongside experienced field technicians and internal teams to solve technical challenges. Through hands-on experience and continued training, you’ll build your knowledge of the systems, programming tools, and technology ADS supports.

Benefits & Perks

We offer a comprehensive benefits package designed to support your health, well-being, financial future, and professional growth.

• Medical, Dental, Vision, and Life Insurance
• 401(k) with Employer Match
• Paid Time Off (PTO) accrual starting at 3 weeks per year
• Eight Paid Holidays
• Paid Parental Leave
• Employer-Paid Short-Term Disability
• Optional Long-Term Disability
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• Employee Discounts on ADS Products and Services
• Company-Sponsored Events
• Continuous Professional Development Opportunities
• Collaborative, Team-Oriented Work Environment

How You'll Make an Impact

As an Installation Support Specialist, you'll be the technical resource for ADS technicians, customers, and internal teams, providing system programming, troubleshooting, and clear, knowledgeable support.

In this role, you will:

• Provide system programming, technical support, and troubleshooting assistance to ADS technicians and internal personnel.
• Work with field technicians to diagnose and resolve system issues through structured troubleshooting and guided problem-solving.
• Educate customers on system operation, features, and functionality, providing clear guidance so they feel comfortable using their systems.
• Partner with Sales and Customer Care to provide technical insight and help determine appropriate system configurations based on customer needs.
• Respond to support requests by phone, email, and online channels, gathering information and providing clear, timely resolutions.
• Manage multiple support requests while following established procedures and maintaining accurate documentation of issues, actions taken, resolutions, and follow-up.
• Use company tools, databases, programming resources, and support platforms to research and troubleshoot technical issues.
• Listen carefully, ask questions, explain potential resolutions, and handle challenging interactions with professionalism and empathy.
• Build dependable working relationships with customers, technicians, and internal teams through clear communication and consistent follow-through.
• Recognize when an issue requires additional support and escalate it to the appropriate department.
• Recommend products or services when appropriate based on identified customer needs.
• Work toward established performance and service goals while participating in ongoing training to strengthen technical, system, and customer service knowledge.
• Adapt to changing priorities and responsibilities and perform onsite duties as assigned.
• Maintain dependable attendance and punctuality and follow company policies and procedures.

What Makes You a Great Fit

You're someone who:

• Enjoys troubleshooting technical issues and figuring out why a system isn’t working as expected.
• Has experience or an interest in alarm systems, electronics, programming, networking, remote management platforms, or related technology.
• Can explain technical information clearly to customers and coworkers with different levels of technical knowledge.
• Listens carefully, asks the right questions, and approaches concerns with patience and professionalism.
• Can manage multiple support requests and adjust priorities as needs change throughout the day.
• Works well with field technicians and internal teams to research issues and determine the right resolution.
• Communicates clearly and professionally by phone, email, and other communication channels.
• Knows when to continue troubleshooting and when an issue should be escalated for additional support.
• Is organized and detail-oriented when documenting support requests, troubleshooting steps, and follow-up needs.
• Is comfortable learning and using software, databases, programming tools, and support platforms.
• Can stay calm and focused while managing a high volume of requests and challenging technical situations.
• Wants to continue building technical knowledge and developing within the electronic security industry.

Background & Experience

• High school diploma or equivalent required.
• Minimum of 1-3 years of experience in customer service or related roles is required.
• Experience as a field technician, technical support representative or in a related role is a plus.
• Technical/vocational certification or training is a plus.
• Experience with alarm programming tools, remote management platforms, cloud-based security communication systems, or alarm panel troubleshooting is a plus.
• Proficiency with Microsoft Office, including Outlook, Excel, and Word is preferred.

Licenses & Certifications

• Valid driver's license with an insurable driving record.
• Ability to obtain a Permanent Employee Registration Card (PERC) through the Illinois Department of Financial and Professional Regulation for Illinois-based employees.
• NICET Level I Certification or higher is a plus.
• EST Training is a plus.
• Networking and/or network security certifications are a plus.
• Certifications in alarm system hardware and software from manufacturers are a plus.

Work Environment

This is an on-site, primarily office-based position that involves frequent communication with field technicians and internal teams by phone, email, and computer. The role requires managing multiple priorities throughout the day and prolonged periods of sitting and computer use.

This position may also occasionally include accompanied visits to customer sites for training purposes, including residential, office, industrial, warehouse, and outdoor environments.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Compensation

The starting pay range for the Installation Support Specialist I position is $21.00–$23.00 per hour, based on knowledge, skills, education, certifications, and experience.

Alarm Detection Systems, Inc. is proud to be an Equal Opportunity Employer. We are committed to fostering an inclusive workplace where all qualified applicants receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable federal, state, or local law. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.