Tier-2 Helpdesk Specialist

Cri International Ltd - Alexandria, VA

Full-time - Entry Level

Alexandria, VA

11-50 employees

Merchant Wholesalers, Nondurable Goods

About the position

The Tier-2 Helpdesk Specialist will provide advanced technical support for various security applications, including video management systems and access control systems. This role involves troubleshooting complex issues, assisting Tier I personnel, and collaborating with the development team to resolve new or unknown problems. The position requires an active Secret Government clearance and involves a rotating 12-hour shift schedule.

Responsibilities

• Provide operations center support for security applications.
• Perform advanced technical troubleshooting and analysis for applications.
• Assist Tier I personnel in solving basic technical problems.
• Investigate elevated issues by confirming the validity of the problem.
• Review work orders to understand previous troubleshooting efforts.
• Conduct software repair and diagnostic testing.
• Utilize remote control tools for troubleshooting user machines.
• Research and develop solutions for new or unknown issues.
• Collaborate with the development team to analyze code and data.

Requirements

• Active Secret Government clearance or higher.
• Experience with Microsoft Windows.
• Knowledge of Microsoft SQL Server and Reporting.
• Familiarity with Microsoft Active Directory.
• Understanding of basic networking protocols.
• Experience with Electronic Security Systems (ACS, IDS, CCTV).
• Remote Desktop experience.
• Knowledge of SNMP.

Benefits

• Full-time employment with a rotating shift schedule.
• Opportunity for international travel (up to 15%).
• On-site training and onboarding.