System Analyst - Rochester NY

Overview

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

Location:

Rochester, NY. Travel may be required for certifications and occasional support visits. Must be authorized to work in the US.

• 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.

• 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.

• 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.

• 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 may be required for certifications and occasional support visits.

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

Northland Controls is an equal employment opportunity employer. Discrimination is prohibited.