Job Purpose

The Physical Security Systems team is responsible for supporting all physical security hardware, software and technology used within ICE offices. With our facilities supporting multiple business lines across ICE, the Physical Security Systems team partners with enterprise stakeholders to streamline physical security processes and policies that improve operational efficiency.

Responsibilities

• Demonstrates a high level of proficiency and expertise relevant to the design, deployment, and management of integrated enterprise physical and technical security systems.
• Support execution of physical security systems and related projects by completing assigned tasks and following established project plans and timelines.
• Provide day-to-day hardware, software, network, and basic server support for enterprise physical security systems.
• Assist team members with troubleshooting, system maintenance, and deployments across team managed platforms.
• Monitor, triage, and resolve incidents and service requests, perform routine system health checks, apply patches and updates, conduct basic troubleshooting and maintenance, document resolutions, and escalate complex issues as needed to minimize downtime and service disruption.
• Create and update knowledge base articles documenting common issues, resolutions, and standard operating procedures.
• Provide after-hours or weekend support as part of an on-call rotation or as required for critical security events.
• Travel occasionally to support on-site troubleshooting, installations, or system support at other locations.
• Configure, program, test, commission, and support physical security hardware, including participating in the testing and validation of system upgrades, enhancements, and new security technologies.
• Perform additional assigned duties in support of team and organizational goals.
• Mentors Analyst in groups and individually.
• Manage tickets and incidents, including issue resolution, escalation, and documentation management.

Knowledge and Experience

• Bachelor's degree in information technology, Computer Science, MIS, CIS, or a related field, or equivalent hands-on experience.
• Experience Physical Security Systems & Security Surveillance Support and/or equivalent certifications.
• Experience with Active Directory and troubleshooting Windows desktop, physical, and virtual server environments, along with a foundational understanding of networking fundamentals (TCP/IP, DNS, VLANs) and SAN storage.
• Experience supporting Windows and macOS environments, with strong proficiency in the Microsoft Office suite, including Word, Excel, PowerPoint, Planner, and Copilot.
• Strong problem-solving skills with a customer0service mindset and attention to detail; ability to follow procedures, document work accurately, escalate issues appropriately, communicate clearly, collaborate effectively in a fast0paced team environment, manage multiple priorities, and demonstrate eagerness to learn new technologies and processes with guidance from senior team members.
• Ensure compliance with established security standards while owning project execution and maintaining accurate system documentation, configurations, as-built drawings, and knowledge base articles that support standard operating procedures, issue resolution, and peer reference.
• Experience with networking technology such as Cisco and Juniper.
• Knowledge of scripting and PowerShell preferred.
• Ability to stand, stoop, kneel, bend, crouch, and lift 50+ pounds.
• Demonstrates a foundational understanding of AI0powered productivity and analytics tools, including their capabilities, limitations, and appropriate use cases.
• Identify opportunities where AI can augment team performance or optimize workflows, recommending solutions where appropriate.

Preferred Knowledge and Experience

• Experience with Physical Access Control and Security Surveillance Systems.
• Strong multitasking, time prioritization, collaborative and communication skills.
• Entry-level certifications such as CompTIA A+, Network+, Security+, or introductory physical security systems certifications.