Level 2 Senior Alarm Call Center Monitoring Support Associate (5930)

Level 2 Senior Alarm Call Center Monitoring Support Associate

OLH Technical Services, a subsidiary of Three Saints Bay, LLC, and a Federal Government Contractor industry leader, is seeking a Level 2 Senior Alarm Call Center Monitoring Support Associate to join our team in Denver, Colorado.

Position Responsibilities:

• Ensure the programming MegaCenter Alarm Requirements (MAR) document is up to date.
• Ensure the New Account Checklist is up to date.
• Build new accounts in the alarm system program and the monitoring software.
• Review associated documentation for accuracy and completeness of panel information as to expedite the online time.
• Ensure that installing resources are in receipt of all required documentation including all information required for the MAR.
• Verify all zones are active and reporting properly through a complete test on site.
• Report any deficiencies found to the installer/agency for guidance and/or procedures.
• Ensure the new alarm system is in enabled mode for monitoring.
• Provide documentation to the agency confirming account activation.
• Initiate action on requests from agencies for user additions and deletions.
• Initiate action on requests from agencies for zone additions and deletions.
• Initiate action on requests from agencies for any other updates to the alarm program.
• Provide instruction on proper operation of alarm and access control systems to end users as required.
• Periodically, dial into alarm panels for line testing.
• Monitor panels reporting via internet to ensure consistent communication and proper receiver functionality.
• Provide documentation to authorized points of contact, as requested, regarding review and revision.
• Support the onsite technicians by assisting in troubleshooting and by reading alarm panel information via the event log to eliminate unnecessary service calls.
• Apply technical knowledge to perform simple or routine tasks.
• Performs and/or has knowledge of repairing simple electronic equipment, i.e., taking test readings using common instruments such as digital multi-meter, tone generator, and telephone butt set.
• Support the data entry resources in updating and changing call list information.
• Maintain the alarm receivers and printers.
• Ensure the dispatch staff is aware of any changes that may affect the normal operations of the monitoring software.
• Provide guidance and explanation to dispatch staff regarding unusual alarm activity.
• Maintain a complete and up-to-date understanding of all alarm systems and programming software available to the MegaCenters.
• Implement new updates to alarm panels, receivers, and software as required.
• Delete accounts as necessary per direction from customer agencies and FPS.
• Assist Help Desk resources when there is no programming scheduled or taking place. To include but not limited to, updating and inputting data entry information into the vast array of files and folders that are used as references and back-up material.
• Assist Government resources in creating, updating, and maintaining technical Standard Operating Procedures (SOP's) related to the helpdesk function.
• Print a physical copy of all updated alarm accounts to maintain an accurate physical file as redundancy in the event of a software failure.
• Maintain file cabinets associated with the alarm accounts as redundancy in the event of a software failure.
• Assist with certain aspects of the SWA (Security Work Authorization) and alarm related invoicing process.
• Level 1 Alarm Programmer may assist the Level 2 Alarm Programmer in addition to the efforts of the alarm programmer technical support technician level 1, level 2 assistance shall be responsible for executing the following efforts:
• Coordinate work efforts assigned; to include the data entry, data technician, onsite technicians, systems administrators, network engineers, and technician requirements.
• Receive calls, generate Service Request Tickets, and track repairs for all regional countermeasure systems at applicable Federal buildings as required VSS, x-ray, and magnetometer systems.
• Provide Service Request Ticket information to all necessary personnel in all applicable regions to pursue resolution.
• Provide a monthly report on all service work accomplished during the previous month by the 5th workday of the month following the performance of the work.
• Follow-up via phone and email on Service Request Ticket submissions within three days of submission to verify progress and actions outside our hands are completed and or follow through with from regions and or other Divisions.
• In the event of a failover, manually monitor alarm activity to assist dispatch operations.
• Install and program onsite alarm systems to assist with MegaCenter activity, testing, troubleshooting, and failover.
• Install and program the MegaCenter perimeter alarm system using the required remoting programming software provide assistance and training to level 1 contractor resources.
• Assist with wiring regarding the alarm systems, receivers. Provide instruction and review to MegaCenter employees and tours detailing the responsibilities of the AHD.
• Engineer and implement solutions and best practices for the AHD to improve customer service, accuracy, and efficiency using the available software and systems.

Position Requirements:

• 2+ years in the Alarm Industry required, 3+ preferred
• High School Diploma
• Industry standard certification from a nationally accredited and recognized organizations
• Obtain a Bosch G-Series Certification within the first 90 days of employment

Position is located in Denver, CO

Salary: $70,000-$80,000

VEVRAA Federal Contractor

Three Saints Bay, LLC and its subsidiaries offer a team-oriented working environment and the opportunity to work with exceptional, dedicated industry professionals. We offer our employees a comprehensive benefits package and the opportunity to take part in exciting projects with government and commercial clients, both domestic and international.

We are an Equal Opportunity Employer. We invite resumes from all interested parties without regard to race, color, sex, sexual preference, religion, creed, national origin, age, genetic information, marital or veteran status, disability, or any other category protected by federal, state, or local law.