Service Support Analyst - Senior

HonorVet Technologies is a Service-Disabled Veteran-Owned IT staffing firm, ISO 9001 and ISO 27001 certified, working with federal agencies, state governments, and Fortune 500 enterprise clients across the US.

About the role

Client is seeking a person with a basic technical knowledge of IT systems and the ability to create programs and procedures aligned with the Facilities Access Control System (FACS) project. This position will be assigned to Client Physical Security and will support duties related to documenting and coordinating activities for physical security operations, including familiarity with Genetec software and all system components deployed for FACS.

Responsibilities

• Develop, manage, track, and maintain preliminary and updated Physical Security Site Survey Diagrams.
• Collaborate with vendors to ensure final drafts of Site Survey diagrams accurately represent equipment and hardware at client sites and store them in the Client Physical Security document repository, including updates for modifications.
• Manage and track the progression of future scheduled sites with the Physical Security Manager and IT-EMS Application Support Team; provide weekly updates on security assessment requests from customers for the FACS Support Team.
• Maintain Physical Security standard operating procedures, policies, reports, and other documentation in collaboration with the Physical Security Administrative Assistant, Inventory Specialist, and Physical Security Manager.
• Submit and monitor incidents and requests for FACS services in collaboration with the FACS IT-Application Support team using ServiceNow.
• Support inventory activities as needed and/or in the absence of the Physical Inventory Specialist.
• Work with vendor technicians to test and confirm proper operations of FACS devices and equipment for service calls; track and update the status of assigned tasks within ServiceNow.
• Confirm scheduled work with site points of contact, including preventative maintenance, repairing/replacing malfunctioning equipment, additions, modifications, and relocations.
• Provide guidance, training, and support to new and existing Physical Security colleagues as needed.
• Collaborate with the IT-Application Support team to maintain the Physical Security internal SharePoint site.
• Generate and review various audit reports to identify risks, faults, and areas of development within the access control system.
• Execute necessary actions to resolve identified risks, faults, and areas of development to ensure the safety and security of facilities.
• Collaborate with the Physical Security Administrative Assistant, Inventory Analyst, ServiceNow team, and other supporting IT teams on the development and improvements of Physical Security-related program features within ServiceNow.
• Participate in system upgrades to the access control system with other Physical Security and FACS IT-Application Support teams.
• Perform other job duties as assigned by Physical Security Management.

Requirements

• Ability to proactively identify and manage situations requiring complex communication for internal and/or external audiences (6+ years).
• Ability to recognize and fully understand the limitations of business information systems in relation to business processes (6+ years).
• Ability to exercise creative and critical thinking in evaluating complex situations and developing solutions (5+ years).
• Ability to forecast the level of future agency requirements (5+ years).
• Ability to make recommendations on issues that affect the direction of business (6+ years).
• Ability to identify and address the root cause of issues (6+ years).
• Ability to set short and long-term goals (5+ years).
• Ability to interact and communicate with all levels of management and personnel (6+ years).
• Self-motivated with a can-do attitude (6+ years).
• Working knowledge of office applications (MS Excel, Word, Outlook, Visio, PowerPoint) and standard office equipment (6+ years).
• Experience with Adobe Acrobat (5+ years).
• Working knowledge and experience with ServiceNow applications (6+ years).
• Excellent writing skills, including the ability to write policies and procedures (5+ years).
• Ability to create step-by-step process flow charts (5+ years).

Qualifications

• Preferred: Associate’s degree in business or information technology from an appropriately accredited institution with 6 years of experience.

Location: Raleigh, NC (onsite). Duration: 6-month contract to start, with the possibility of extension.