System Analyst - Rochester NY

Northland Controls is seeking a well-qualified System Analyst, located in Rochester, NY.  Secondary location considerations for Reston, VA or Austin, TX. 

The System Analyst will be responsible for delivering outstanding service desk support to the assigned region, ensuring the smooth operation of physical security systems and associated technology. This role acts as the primary point of contact for service tickets and technical issues, coordinating responses and managing ticket resolution in line with Northland’s service standards.

What type of candidate Northland is looking for:

We strive to find the right kind of people, who respect the Northland way; they will emphasize taking on challenges, working hard, learning fast, and maintaining embracing accountability, all while having fun! Our culture and team are our strongest assets. We want to employ happy people, who bring a positive and energetic attitude to not only their work and the work environment. 

What you will love about this job.

You will be working for an amazing company in a challenging environment that employs the most exceptional type of people. 

Qualifications

- Self-motivated, with the ability to work independently and manage multiple priorities.
- Minimum of 5 years’ experience in a service desk or support role within the security industry.
- Experience supporting regional access control and CCTV systems.
- Strong background in troubleshooting and supporting security technologies including biometrics, key management, and alarm centers.
- Familiarity with Windows operating systems and Microsoft Office Suite.
- Basic understanding of IT networks, LAN/WAN, and cloud-based systems is highly desirable.
- Strong interpersonal and communication skills with the ability to engage at all levels.

Essential Duties and Responsibilities

- Manage and triage service tickets from receipt through to resolution.
- Coordinate service queue management and ticket assignment.
- Provide first-line solutions where possible, escalating unresolved issues as required.
- Coordinate and support engineering visits and remote sign-off processes.
- Maintain and update as-built documentation and technical configurations.
- Manage spares stock and oversee ticket invoice reconciliation.
- Assist in the development and documentation of processes and procedures.
- Provide regular statistical reporting and support ad hoc data requests.

Skills

- Strong written and verbal communication skills.
- Excellent problem-solving and organizational abilities.
- Ability to work independently and collaboratively within a team environment.
- Proficiency in Microsoft Office Suite.

Preferred Education & Experience

- Certifications in access control or CCTV systems (e.g., Lenel OnGuard, Milestone) are preferred.
- Experience as an installer or service engineer is desirable.
- Professional security certifications (e.g., ASIS, CPP) are desirable but not required.

Travel

Travel may be required for certifications and occasional support visits.

Work Authorization

Must be authorized to work in the US or applicable region.

What Northland Does
Northland is a world-class global security integrator with offices in the United States, United Kingdom, Singapore, China and India. We specialize in design, build, integration, and management of high-end Lenel, Software House, S2 global enterprise security systems which include 6 out of 10 of the largest hi-tech companies in Silicon Valley.
We are responsible for single card reader installations in some of the most remote parts of the world, all the way through to the design, deployment and management of large enterprise systems managing up to 300 corporate offices in over 70 countries including datacenters and multi-faceted security operations centers.
With 250 highly trained professionals, all program management, project management, system design, system programming, testing and commissioning is carried out by Northland Controls experts to ensure we deliver the right solution, to the right standard, every time, anywhere in the world. In addition, Northland is supported by a network of over 100 in-country local service partners (LSPs) across the world who partner with Northland to deliver unparalleled world class services to our enterprise customers.
We are trusted to get the job done no matter what. Through word-of-mouth our elite list of customers has rewarded us with phenomenal growth from $1M to $70M in 10 years’. To achieve this, we are always interested in the very best people who share our core values and beliefs and will “do whatever it takes” to enable our customers to realize their goals. We will take on difficult challenges regardless of where they may lead us, and we will always take the most honorable route to get there.

Northland Values
Be Honorable
Our People
Take on Challenges
Do Whatever it Takes
Have Fun

Northland Controls is an equal employment opportunity employer, discrimination is prohibited. 
 

Salary : $70