Service Technician II

Kastle Systems Service Technicians test, troubleshoot, and repair all aspects of our security systems—including access control and video systems—at customer sites. You will interact directly with clients, client representatives, contractors, and Kastle personnel to deliver successful service and repair solutions while ensuring work is completed accurately, on time, and meets or exceeds client expectations.

Responsibilities

• Service and Resolution (70%):
  • Maintain, service, install, and test basic access control, security components, and video/CCTV systems
  • Diagnose CCTV system problems and determine faulty components
  • Program digital video recorders (DVRs) and network video recorders (NVRs) according to client needs
  • Ensure systems are serviced properly and on time in accordance with Kastle’s procedures and quality control standards
  • Provide regular progress updates to stakeholders
  • Communicate with customers, customer representatives, contractors, and Kastle staff to service, install, and test equipment
  • Interface with customers to ensure confidence in the Kastle System
  • Verify completed work is documented accurately and consult with manager to resolve discrepancies
  • Maintain company-owned vehicles, tools, equipment, and individual tool issue
  • Travel locally to worksites in the DC Metro area
• Service Ticket Administration (15%):
  • Manage assigned tickets
  • Log technician hours and parts used on jobs; update billing status after consultation with Customer Service and/or I&S Director
  • Provide accurate documentation for completed work and consult with Technical Support to resolve discrepancies
  • Process work orders and service requests in the field service dispatch system
• Equipment Maintenance and Inventory (5%):
  • Maintain and protect building keys to customer buildings
  • Provide proper documentation for inventory control and maintain inventory for vehicles and projects
  • Be available for end-of-year and interim inventory counts
  • Maintain assigned company-owned vehicles, tools, equipment, and individual tool issue

Requirements

• Advanced electronics and electrical knowledge
• Mid-level to advanced networking knowledge with certifications
• Advanced diagnostic skills for complex services
• Experience working with network and IT personnel on IP addressing issues
• Knowledge of access control systems (e.g., Z, Quad), locksmithing, wireless networking, delayed egress locks, specialty alarm systems (DMP/Silent Night), and other access control manufacturers
• Ability to perform quality service repairs on multiple supported products
• Stable work history with consistent attendance
• Ability to accept responsibility and work with limited supervision
• Professional communication with customers and coworkers
• Self-motivated with excellent attention to detail
• Availability to work overtime, weeknights, and weekends as needed
• Ability to lift, move, or carry items up to 75 pounds
• Valid driver’s license and clean driving record

Pay

The anticipated base salary range for this position is $60,000 – $70,000 annually, depending on experience, skills, education, and other job-related factors. Actual offers are determined individually based on candidate qualifications and internal equity considerations.

Benefits

• Medical, dental, and vision coverage
• 401(k) with company match
• Paid time off
• Additional benefits depending on position and location