VMS & Physical Access Control Specialist

The Application Support Specialist (VMS & Physical Access Control) is responsible for the support, and maintenance of the New Orleans Ernest N. Morial Convention Center's (MCCNO) integrated physical security infrastructure, including Physical Access Control System (PACS), Video Management System (VMS), and related enterprise applications. This role serves as primary point of contact for troubleshooting, system upgrades, vendor coordination, and end-user support. The Specialist ensures operational continuity, compliance, and user satisfaction through proactive system management, updates, documentation, and training.

MAJOR ACCOUNTABILITIES
include the following. Other duties may be assigned.

System Administration & Integration

• Administer and support for IP-based PACS, such as Access Control, CCTV, and VMS platforms, ensuring seamless operation and integration with enterprise applications.

• Configure and maintain role-based access permissions, including system-level access requests.

• Support enterprise applications and ERP systems integrations in alignment with best practices, ensuring cross-coverage and continuity across the broader application support environment.

• Provide technical support for IT staff to ensure continuity and backup coverage in system administration and integration tasks.

• Manage system backups, coordinate software releases and upgrades, and work directly with vendors to ensure timely and secure implementation.

Application & User Support

• Provide application support for PAC and VMS end-users, including credentialing and video access requests within established service timelines.

• Troubleshoot and resolve system issues impacting access control systems, escalating to the appropriate IT staff as needed.

• Document actions taken to ensure issues are tracked through to closure, resolution and follow-through.

• Communicate proactively with users on system upgrades or changes that impact front-end functionality, ensuring awareness and minimal disruption.

Stakeholder Collaboration

• Collaborate with IT and Application Support, and Network Security teams to maintain system integrity, troubleshoot issues, and implement upgrades, ensuring continuity across critical applications.

• Coordinate with Security and People Services on physical badge issuance processes.

Other Qualifications

• Direct experience with access control (badge) provisioning and electronic key systems required.

• Intermediate working knowledge of physical security software and IP-based camera systems.

• Direct experience in Network Operations Center (NOC) environments or enterprise-level troubleshooting required.

• Direct experience with VMS platforms (Genetec, Avigilon, or Milestones, or related) required.

• Strong technical troubleshooting skills with IP cameras, servers, databases, and network-connected devices.

• Vendor-specific certifications (e.g., Genetec Certified, Lenel Certified Professional), PSP (Physical Security Professional) or equivalent credential is a plus.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals.Ability to effectively present information and respond to questions from management.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills

Must have an advanced working knowledge in Microsoft Word, PowerPoint, and Excel. Experience in Visio a plus.

Other Skills and Abilities

Establish and maintain effective working relationships with diverse groups of people in high-pressure situations with a goal of having the client become or continue as a repeat customer.

Excellent written, verbal communication and customer service skills, with ability to present information clearly to technical and non-technical audiences.

Prioritize and plan work activities, use time efficiently, and perform under minimal supervision.

Flexibility to work extended/irregular hours as necessary including nights, weekends and/or holidays.

Strong troubleshooting and problem-solving skills; ability to gather, analyze, and resolve issues independently.

Ability to manage multiple priorities in a fast-paced, event-driven environment, remaining comfortable under high stress and short SLA deadlines while maintaining attention to detail and follow-through.

Demonstrated ability to learn new applications and serve as a backup administrator across systems.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the major accountabilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major accountabilities.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to stand; walk and reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and depth perception.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the major accountabilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major accountabilities.

While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions; moving mechanical parts; high, precarious places; fumes or airborne particles; outside weather conditions; risk of electrical shock and vibration. The noise level in the work environment is usually moderate.