Tier II Help Desk Shift Lead

Join us—and be part of something that matters. The Tier II Help Desk Shift Lead 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 user’s machine for the sole purpose of troubleshooting and finding a solution to the problem.

The Shift Lead will serve as the senior team member and advise/assist other staff on response to tickets and actively monitor work processes for the shift ensuring efficiency, prioritization and quality of communication and completed tasks.

• 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 and ticket status
• Configure/Integrate subsystems into PSIM software
• Efficiently escalate issues to the proper Tier 3 team when needed
• Prioritize tasks for team
• Ensure program policies, processes and procedures are followed
• Manage communication with operations lead and program management
• Perform all other duties and responsibilities as directed by the supervisor
• May be required to participate in performance reviews and interviews of new candidates

• Must have experience with troubleshooting and resolving IT issues on desktops
• 3-7 years of help desk experience (compensation based on experience)
• Basic Networking skills
• Remote desktop experience (RDP, Dame Ware, Remotely Anywhere)
• Server experience preferred
• Experience leading a small team is 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
• Day Shift: 6:00 AM – 6:00 PM ET (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)
• 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.
• Active Secret or higher U.S. Government security clearance required
• Successful candidates must pass a comprehensive background investigation
• Pre-employment drug screening is required