Help Desk Specialist - TS/SCI Poly

Overview

At Criterion Systems, we developed a different kind of business—a company whose real value is a reputation for excellence built upon the collective skills, talents, perspectives, and backgrounds of its people. By accepting a position with Criterion Systems, you will join a group of professionals with a collaborative mindset where we share ideas and foster professional development to accomplish our goals. In addition to our great culture, we also offer competitive compensation and benefit packages, company-sponsored team building events, and advancement opportunities. To find out more about how Criterion can help you take your career to the next level please visit our website: Criterion Systems is a Military/Veteran Friendly Company therefore we encourage Veterans to apply.

Responsibilities

We are seeking a Tier 2 Help Desk Specialist to assist with providing 24-hours by 7-days a week on-site operational support to enable customer success in Springfield, VA!

Duties, Tasks & Responsibilities

24/7 single point of contact with on-site presence focused on real-time monitoring of capabilities operational status on multiple network domains

Perform all System Administration functions including any actions necessary to resolve minor issues, correct problems, restart or refresh services or interfaces, and monitoring data health

Perform Database maintenance and data integrity assurance duties for the numerous data repositories

Track all activities and discrepancies via enterprise tools and provide input on actions and technical assessments

Determine when and who should be called to escalate issues to Tier III or other programs

Maintain call lists for all interfacing segments across the customer and provides hands on support and assistance to all

Assist Tier I personnel in solving basic technical problems and for investigating elevated issues

Review and collect information appropriate for issue identification, coordination, and effective resolution

Provide enterprise planning and coordination support

Provide information systems security services to include Host-Based Security Services (HBSS) and audit reviews

Provide systems monitoring and incident reporting/escalation services

Notify and coordinate user impacts and system stability to appropriate offices and organizations

Document detailed root cause analysis and investigation results within the appropriate tracking system

Verify and close problem investigations and change requests

Develop and enhance Tier II O&M documentation and processes

Qualifications

Required Experience, Education, Skills & Technologies

An active TS/SCI/with CI polygraph

Two (2) years of system, database, and workstation administration experience

Experience working with ITSM tools

Excellent troubleshooting skills, e.g., root cause analysis

Excellent written and verbal communication skills

Security Clearance Level

TS/SCI with an adjudicated CI polygraph

Work Schedule

Full-time on-site

Benefits Offered

Medical, Dental, Vision, Life Insurance, Short-Term Disability, Long-Term Disability, 401(k) match, Tuition/Training Assistance, Parental Leave, Paid Time Off, and Holidays.

Criterion Systems, LLC and its subsidiaries are committed to equal employment opportunity and non-discrimination at all levels of our organization. We believe in treating all applicants and employees fairly and make employment decisions without regard to any individual’s protected status: race, ethnicity, color, national origin, ancestry, religion, creed, sex/gender, gender identity/gender expression, sexual orientation, physical and mental disability, marital/parental status, pregnancy (including childbirth, lactation, and related medical conditions), age, genetic information (including characteristics and testing), military and veteran status, or any other characteristic protected by law. For our complete EEO/AA and Pay Transparency statement, please visit