Security Alarm Help Desk Technician in Plano, TX at Interface Security Systems

Date Posted: 11/18/2020

Job Snapshot

Job Description

 At Interface, it’s the human equation that drives us.

Interface Security Systems is a leading managed services provider delivering managed network, asset protection, and business intelligence solutions to distributed enterprises. We streamline operations, improve security, reduce IT costs, and enhance the customer experience, maximizing ROI for the nation’s most successful brands.

At Interface, we are passionate about connecting and protecting what matters most to businesses ... their people, their assets and their brand. We thrive on empowering distributed enterprises with solutions that help simplify complex challenges. We deliver nothing less than complete customer satisfaction through innovative and adaptive technology, customized services and relentless customer support. What enables us to be truly exceptional are our people and a culture where teamwork, respect and an innovative spirit thrive.

So, come and join our winning team and maximize your potential and achieve your professional development goals.


Reporting to the Technical Support Manager, the Security Alarm Help Desk Technician is responsible for providing technical support for Interface Security field technicians servicing Interface Security supported systems. The Security Alarm Help Desk Technician will document all required troubleshooting steps taken in the customer relationship management software to remotely resolve technical issues to the customer’s satisfaction and maintaining Interface security standards. After proper troubleshooting steps are taken, if the issue cannot be resolved remotely, the Security Alarm Help Desk Technician will promptly escalate the issue to the appropriate team for field service repairs or on-site troubleshooting.  



  • Provide technical support for various alarm components, primarily Honeywell brand.
  • Provide field technicians with programming information for alarm systems.
  • Work with field technicians with new installations and service calls by assisting the technicians on signals sent, signal strength, and updating panel zone information.
  • Provide signal history from the alarm system, making the necessary notes on the account regarding alarm status.
  • Provide troubleshooting support to field technicians with alarm systems, video system and digital voice.
  • Ability to uninstall and reinstall software and diagnose hardware related issues.
  • Read and respond to all Interface email communication sent to the Helpdesk related distribution groups. If email is directed to individual Helpdesk technician, a response is required until there is a clear resolution of the subject, inquiry or topic discussed.


Job Requirements



  • High school diploma or equivalent plus two to four years' related experience with low-voltage installation or support. 
  • Prior Field Technician/Installation Technician/Alarm Technician experience. 
  • Security Industry experience preferred (Honeywell training preferred but not mandatory). 
  • Security Alarm Technical Support experience.


  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedures manuals.
  • Ability to speak clearly and effectively. 
  • Verbal and written communication must be customer service oriented with professional, courteous, and business appropriate dialog.
  • Ability to communicate technical information and give direction clearly and effectively. 
  • Active and empathetic listening skills when dealing with internal and external customers, including the ability to maintain calm during stressful situations. 
  • Focused on customer service, ensuring the highest levels of service and customer satisfaction. 
  • Must be able to effectively multitask using multiple programs and communication channels. 


  • High knowledge of Windows operating systems, port forwarding, IP mapping and command prompt configuration. 
  • Installing and troubleshooting hard drives.
  • Troubleshooting general operating system errors. 
  • Ability to display good aptitude to learn new software. 


  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, map, resolution code, or schedule form. 


  • Maintain any required state licenses for remote Technical Support assistance.  

Interface offers a competitive compensation package based on education and experience plus excellent benefits that include medical, dental, vision, 401(k), paid time off, the opportunity for growth and much more. Please submit a resume, cover letter, and compensation requirements.

Interface Security Systems will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin.  The contractor will take affirmative action to ensure that applicants are employed and that employees are treated during employment, without regard to their race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability. Such action shall include, but not be limited to the following: Employment, upgrading, demotion, or transfer, recruitment or recruitment advertising; layoff or termination; for rates of pay or other forms of compensation; and selection for training, including apprenticeship. 

Interface Security Systems will, in all solicitations or advertisements for employees placed by or on behalf of the Interface Security Systems, state that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, status as a protected veteran, or individual with a disability.