Tier-2 Helpdesk Specialist

CRI is a leading developer of new technology in the government arena. We create exciting and innovative products for the global market by pushing the boundaries of technology. We have a culture of innovation tempered with a common-sense approach to problem-solving. We are a woman-owned Small Business with nearly 30 years of demonstrated experience in Security, Information Technology and Management supporting the federal government.

The Tier-2 Helpdesk Specialist candidate will provide operations center support to a number of security applications to include video management systems, access control systems, SNMP devices, and a PSIM. Responsible for advanced technical troubleshooting and analysis methods for all applications. Support personnel is responsible for assisting Tier I personnel in solving basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues. However, prior to the troubleshooting process, it is important that the personnel review the work order to see what has already been accomplished by the Tier I technician and how long the technician has been working with the particular customer.

Activities may include, but are not limited to software repair, diagnostic testing, and the utilization of remote control tools used to take over the user’s machine for the sole purpose of troubleshooting and finding a solution to the problem. Also responsible for the research and development of solutions to new or unknown issues and working with the development team to analyze the code and data using information from Tier 1 and Tier 3.

Position Requires:

Active Secret Government clearance or higher

Report onsite to Alexandria, VA Office

May include up to 50% of International Travel

Critical knowledge base includes:

• Microsoft Windows
• Microsoft SQL Server
• Microsoft SQL Server Reporting
• Microsoft Active Directory
• Basic networking protocols
• Electronic Security System experience - ACS, IDS, CCTV
• Remote Desktop experience
• SNMP

Shift: 10AM – 10PM or 10PM - 10AM (this shift is not flexible)

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

Notes: 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 candidate’s schedule will be a 12 hour shift schedule mentioned above. International Travel up to 50% (minimum trip duration of 10 days) if available.