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# Technical Support Representative I

- **Company:** Johnson Controls
- **Location:** Alexandria, VA, United States
- **Experience:** Starter
- **Salary:** $62,317.0 - $80,142.0
- **Contract:** Temporary contract
- **Skills:** Cyber Security, Computer Programming, Intrusion Detection Systems
- **Published:** September 16, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=40337e21aa62d4e9

## About the Role

* University degree and 1 year of suggested minimum experience, or a 2-year degree and 6 years of suggested minimum experience, or an equivalent combination of education and experience.
 * Experience in a customer support, security operations, emergency response, or alarm monitoring environment.
 * Ability to handle a high volume of phone work while responding quickly and professionally to urgent events.
 * Strong typing, reading, speaking, and writing skills.
 * Ability to take verbal and written instructions and follow established procedures and guidelines.
 * Comfort using PC-based systems to document activity, track service calls, and maintain accurate records.
 * Ability to communicate effectively with customers, guards, technicians, and internal teams.
 * Analytical mindset with attention to detail and the ability to manage multiple priorities in a fast-paced setting.

Nice to Have

 * Experience with Everbridge, NC4 alerts, access control systems, or CCTV video systems.
 * Background in a security operations center, alarm receiving center, or similar monitoring environment.
 * Experience supporting emergency exercises, incident reporting, or service call coordination.
 * Familiarity with programming or re-programming access control and video systems.

## Description

In this role, you will support emergency operations and security monitoring activities that help protect people, property, and critical environments. You will handle incoming alerts, alarms, and customer requests; coordinate response actions with guards, emergency services, customers, and internal teams; and maintain accurate records and reporting across security and emergency operations workflows., * Respond to emergency operations events including elevator entrapments, duress activations, 911 calls, code blue events, fire alarm activations, and active shooter notifications.

 * Use Everbridge and emergency notification workflows to help manage alerts and communicate pertinent information to the OS Emergency Response Team and other stakeholders.
 * Dispatch guards, emergency services, and customer notifications in accordance with established procedures.
 * Contact customers to inquire about unusual events, confirm details, and support timely follow-up.
 * Document incident activity, alarm events, subscriber calls, and customer interactions in PC-based systems.
 * Support key request processing, occupancy reporting, procedure updates, and location contact file updates.
 * Provide overflow support for Front Desk Personnel when needed.
 * Monitor alarms, access control, intercom, and CCTV systems and take appropriate action based on event type and priority.
 * Work with guards, property management, and engineers to verify circuits are signaling normal operation.
 * Troubleshoot security devices in HQ and support field technicians and customers with technical issues.
 * Provide monitoring and testing support during emergency operations exercises and events.
 * Read, interpret, and record signals received from customer premises and escalate issues as needed.
 * Create, schedule, and track service calls with the service manager or coordinator, customers, and technicians.
 * Track pending activities, maintain daily status updates, and provide a clear account of open items to the team.
 * Monitor the status of OCC offices nationwide and notify OS personnel of event posts in Everbridge.
 * Program and re-program access control and CCTV video systems as required.
 * Research alarm events through video, access control, and IDS systems to support accurate resolution.
 * Update restricted data such as phone numbers, access cards, and temporary access permissions for employees or contractors.
 * Respond quickly and precisely to incoming phone calls and assist customers by phone or email with technical questions, or route them to the appropriate OS personnel.
 * Prepare and submit activity and history reports to customers as requested.

How You Will Do It

 * Own each event from intake to resolution with accountability, accuracy, and a strong sense of urgency.
 * Stay close to the work by verifying alarms, confirming details with customers and partners, and removing obstacles to a timely response.
 * Use calm, clear communication and precise documentation so every alert, call, and incident can be tracked and acted on.
 * Improve every day by reviewing procedures, updating contact information, and using candid follow-up to strengthen future response.
 * Work as one team with guards, engineers, property management, technicians, and internal response groups to keep operations moving.