Tier 2 Help Desk Specialist; Cleared

Tier 2 Help Desk Specialist (Cleared) – 3

Si

Edge
360 (A 3

Si Company) is looking for a motivated individual to fill the position of Tier 2 Help Desk Specialist. In this role, the successful candidate will be responsible for providing support for the Integration Operations Center (IOC) for numerous security applications including video management systems (VMS), access control systems (ACS), and Physical Security Information Management (PSIM) systems, employing advanced technical troubleshooting and analysis methods.

• Assist Tier I personnel in solving basic technical problems.
• Investigate elevated technical issues by confirming validity and seeking known solutions for complex issues.
• Perform software repair, diagnostic testing, and use remote desktop tools to troubleshoot and find solutions.
• Ensure functionality of the application on a day-to-day basis.
• Installation and troubleshooting 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 escalated issues to the proper Tier 3 team when needed.
• Perform all other duties and responsibilities as directed by the supervisor.

• Experience 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, Dame Ware, Remote Anywhere).
• Server experience preferred.

• Associate or Bachelor's degree in IT or a related field (preferred).
• Equivalent technical experience may be considered in lieu of formal education.

• This role consists of 12-hour shifts on-site in Alexandria, VA.
• Night Shift: 10 PM – 10 AM.
• Hours:
  
  Sunday – Saturday (40+ hr/week, rotating).
• Initial onboarding and training requirements on site Monday – Friday, core business hours 8:30–5:00.
• Active Secret or higher U.S. Government security clearance required.
• Successful candidates must pass a comprehensive background investigation.
• Pre-employment drug screening is required.

Entry level

Full-time

Information Technology

Security and Investigations

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