Service Support Analyst

Service Support Analyst, Raleigh, NC, US

Service Support Analyst - Junior

This position will support duties consistent with documenting and coordinating activities with respect to inventory management, operating and familiarity with the Genetec software and all system components deployed (FACS) for Physical Security.

• Manage, process, and account for all equipment, devices, material, and parts associated with the implementation for buildings and facilities.
• Work directly with the Distribution Center staff and keep them apprised of pending orders.
• Perform semi annual inventory assessments to ensure all devices, equipment, and material are properly accounted for. Submit assessment report to Security Management for review.
• Manage the safety stock requirements.
• Scheduled reports (weekly/monthly, etc.) shall be generated and submitted to NCDOT Security Management indicating the following:
• Material received during report term (inbound)
• Material picked up for surplus report term (outbound)
• Material returned to manufacturer (RMA) report term (outbound)
• Material returned to inventory from manufacturer (RMA) report term (inbound)
• Material issued to security vendor for incidents or installation report terms (outbound)
• Current inventory levels by part number
• Material shall be invoiced upon arrival.
• Managing the coordination and verification of scheduled PMs.
• Identify which devices are coming to the end of life and arrange for replacement.
• Manage the badging supplies and be responsible for restocking.
• Manage the quotes and invoices that are relative to inventory.
• Responsible for the surplus process and shall adhere to NC State Surplus procedures.
• Ensure all retired servers are discarded in accordance with the Information Security Office procedures.
• Support the Security Operations Center (SOC) with basic system configurations.
• Assisting the SOC team and vendor partner with troubleshooting installation and operating issues.
• Perform monthly device testing of selected buildings, and facilities, documents, and secure findings.
• Assist in the creation of document(s) which details the information and design of new building construction, new implementation, and requests for additional device(s).
• Manage all situations when devices are scheduled for removal because of building alterations, replacement, temporary removal, factory recall, or other reasons. This position shall brief IT-EMS when these situations occur.
• Must have the ability to submit incidents, request and track all in accordance with standards established by IT-EMS.
• Skill Matrix

• Equivalent experience or at least three years of holding a physical security background with knowledge of security systems. Required 3 Years
• Experience with troubleshooting security devices, including an understanding of the Security Genetec platform and associated software. Required 3 Years
• Experience with installation and service of video surveillance equipment, IP cameras and card readers. Required 3 Years
• Ability to create and maintain required documentation. This includes documenting the arrival of new devices and equipment and placing it in its prope Required 3 Years
• Working knowledge of office applications (i.e., MS Excel, MS Word, MS Outlook, Visio, and PowerPoint) Required 3 Years
• Working knowledge of the ServiceNow platform and associated software. Required 3 Years
• Written and verbal communications are clear, concise, and able to achieve intended objectives. Required 3 Years
• Problem solving skills with the ability to determine root/cause, for late deliveries, unaccounted for devices and equipment. Required 3 Years
• Able to construct new policies and procedures as it relates to assigned duties and responsibilities. Required 3 Years