Managed Services Analyst

Why work for Wittenbach?

Experience a rewarding career with Wittenbach and enjoy a competitive benefits package:

• Health Insurance: Medical, dental, and vision coverage
• Financial Protection: Identity theft protection and voluntary life insurance
• Time Off: Generous PTO starting up to 120 hours after 30 days of employment, plus paid holidays (including your birthday)
• Employee Support: Access to the Employee Assistance Program and Employee Assistance Fund
• Retirement Savings: 401(k) retirement plan with employer match
• Flexible Spending: Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Life Insurance: Employer-paid life insurance, short-term disability, and long-term disability
• Professional Development: Paid training opportunities and Education Assistance Program
• Referral Bonus: Earn up to $5,000 for referring new employees

Description:

Since 1974, Wittenbach has been a leading provider of innovative cash automation and security solutions for financial institutions. Our commitment to customer satisfaction and delivering results has driven our growth. With over 200 highly trained service professionals throughout our service area, we ensure rapid response to our customer’s service needs. The corporate office is in Sparks, Maryland along with regional operations in Hunt Valley, MD, Coatesville, PA and Charlotte, NC. Our Sales and Service footprint spans the Mid-West and East Coast.

Job Summary:  

We're looking for a Managed Services Analyst to join our team in Hunt Valley, MD.  In this crucial in-office role, you'll ensure our electronic security systems are expertly configured, maintained, and supported for our financial institution, commercial, and government clients.

You'll primarily focus on:

• Pre-configuration, staging, and repair of alarm panels and DVRs at our Hunt Valley office.
• Verifying correct system installations and performing testing and troubleshooting for security alarm, video, and access control systems.

The ideal candidate will have a strong IT background, be proficient with Microsoft Office programs, and possess substantial experience in managing client services, including setting expectations and adjusting priorities. 

You'll need strong customer service skills and operational experience within the electronic security industry. Excellent communication is essential; you'll actively listen to client issues and clearly convey your commitment to timely resolutions with both external customers and internal teams.

Primary Duties and Responsibilities:

1. Staging: System Preparation & Repair

• Pre-configure and rigorously test a wide array of security equipment, including alarm, video, and access control systems, to ensure flawless performance.
• Diagnose and resolve technical issues with security alarm, video, and access control systems, providing effective solutions remotely and in-office.
• Maintain and enforce high installation standards for all electronic security equipment.

2. Remote System Management & Support

• Provide expert remote technical guidance to field technicians, subcontractors, and customers during installations, upgrades, preventative maintenance, and service calls.
• Offer comprehensive technical support to customers and internal teams, ensuring the seamless operation of security systems.
• Verify accurate remote installation of security systems, confirming they meet specifications and function as intended.
• Conduct remote testing to validate system integrity, functionality, and proper communication.
• Manage and control configurations for diverse electronic security hardware, meticulously tracking software/firmware versions, serial numbers, and MAC addresses.
• Maintain and update security software for both company and client systems, ensuring optimal performance and security.
• Perform remote programming of alarm, video, and access control systems to meet specific client requirements.
• Install security software and deliver training to new users, empowering them with the knowledge to effectively utilize systems.

3. Triage: Client Interaction & Communication

• Triage customer calls for intervention by the MS team rather than Field Service
• Verify customer standards are being met by the WBS team.
• Serve as a primary point of contact for client inquiries and support requests, consistently demonstrating a customer-centric approach.
• Actively listen to client concerns, showing empathy and a strong commitment to timely resolution.
• Communicate effectively with external customers, clearly explaining complex technical issues and solutions in an      understandable manner.
• Collaborate seamlessly with internal teams (e.g., field technicians, sales, engineering) to ensure coordinated support and      efficient problem-solving.
• Manage client expectations regarding service delivery, response times, and issue resolution.

Education & Experience:

Education: 

• High School Diploma or equivalent
• Associates Degree in relevant subject area preferred

Experience:  

• 3-7 years in IT or electronic security industry 
• Preference given to veterans from complimentary branches/services OR Industry experience with (4) Industry certifications from the product lines listed below:

         -Verint, March Networks, Hanwha, OpenEye & Panasonic video products

         -DMP, Pacom, Honeywell & Bosch alarm systems

         -Honeywell Pro-Watch & Hirsch Velocity access control systems

         -Silent Knight fire alarm systems 

Environmental/Physical Demands: 

This position is primarily performed in a professional office environment. The employee will regularly use standard office equipment, including computers and phones. 

Environmental Demands:

• Temperature-Controlled Office Environment: Work is conducted indoors in a climate-controlled setting.
• Minimal Exposure to Hazards: Generally low exposure to environmental hazards.
• Noise Level: The noise level in the work environment is usually moderate.
• Visual Demands: Extensive use of computer monitors requires good vision, including close vision, color vision, and ability to adjust focus.

Physical Demands:

• Sedentary Work: The majority of the workday involves sitting at a desk, operating a computer, and using a telephone.
• Repetitive Motions: Frequent use of hands and fingers for typing, operating a mouse, and performing detailed tasks with small components.
• Communication: Ability to communicate effectively, both verbally and in writing, to exchange information with colleagues and clients. This includes speaking, hearing, and reading.
• Lifting and Carrying:
  • Occasional lifting and carrying of up to 20 pounds: This may include moving computer equipment, peripheral devices, alarm panels, or boxes of  supplies related to in-office repairs.
  • Rarely up to 40 pounds: For larger equipment or supplies, but typically with assistance if needed.
• Reaching and Bending: Occasional reaching, bending, and stooping may be required to access equipment, cables, or supplies stored in office areas.
• Dexterity: Fine motor skills and manual dexterity are required for connecting cables, working with small electronic components during desktop repairs, and operating tools.
• Standing and Walking: Occasional standing and walking are required for moving within the office environment, retrieving equipment, or collaborating with team members.

The final salary offer will depend on several factors, including:

• Experience: Your level of experience in the relevant field.
• Knowledge and Skills: Your specific knowledge, skills, and abilities.
• Ability: Your demonstrated ability to perform the job duties effectively.
• Geographic Location: The location of the position can influence salary rates.

The actual salary offer may vary based on individual qualifications and circumstances.