Tier II Help Desk Specialist

Position Summary

The Tier II Help Desk Specialist will be responsible for providing support for the Integration Operations Center (IOC) for numerous security applications including but not limited to video management systems (VMS) access control systems (ACS) and Physical Security Information Management (PSIM) system. This role is responsible for advanced technical troubleshooting and analysis methods for these applications.

Tier II personnel are responsible for assisting Tier I personnel in solving basic technical problems investigating elevated technical issues by confirming the validity of the problem and searching for known solutions related to these more complex issues.

Activities may include but are not limited to software repair diagnostic testing and the utilization of remote desktop tools used to take over the users machine for the sole purpose of troubleshooting and finding a solution to the problem.

Primary Responsibilities

• Ensure functionality of the application on a day-to-day basis
• Installation and troubleshoot of the PSIM Software
• Maintain proper and accurate documentation for all technical issues
• Monitor and support ticket workflows
• Configure/Integrate subsystems into PSIM software
• Efficiently escalate issues to the proper Tier 3 team when needed
• Perform all other duties and responsibilities as directed by the supervisor

Knowledge Skills and Abilities

• Must have experience with troubleshooting and resolving IT issues on desktops
• 1-5 years of help desk experience (compensation based on experience)
• Basic Networking skills
• Remote desktop experience (RDP DameWare RemotelyAnywhere)
• Server experience preferred

Qualifications

• Associate or Bachelors degree in IT or a related field preferred
• Equivalent technical experience may be considered in lieu of formal education

Additional Comments

• This role consists of 12-hour shifts on-site in Alexandria VA

o Day Shift: 6AM 6PM (this shift is not flexible)

o Hours: Sunday - Saturday (40hr-week/12-hour shifts rotating 2 on 3 off 2 on 2 off 3 on 2 off schedule and occasional holidays)

• For initial onboarding and training this position requires applicants to be on site Monday Friday during core business hours (8:30-5:00). Following successful knowledge transfer of job responsibilities and skill verification the candidates schedule will be a 12-hour shift schedule mentioned above.
• Active Secret or higher U.S. Government security clearance required
• Successful candidates must pass a comprehensive background investigation
• Pre-employment drug screening is required

Salary range $70k - $85k annually