Criterion Systems, Inc.

Customer Services and Information Technology Officer

Job Locations US-VA-Herndon
Information Technology
Regular Full-Time


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 seeking a mission-focused Customer Services and Information Technology Officer to support and contribute to our government customer’s success in Herndon, VA. The individual in this position must be a motivated team player that strives for professional and technical excellence in Help Desk support.

Primary Responsibilities include, but are not limited to: 

  • Provide excellent customer service skills and be proactive, good communicator, responsive to customer needs.
  • Use knowledge base tools and SOPs along with their expertise to resolve tier 1 requests in a timely fashion.
  • Serve as the first point of contact for the users seeking technical assistance over the phone or email.
  • Respond to questions from all emails and callers.
  • Troubleshooting basic end user issues on various software applications, hardware, network and provide basic desktop support.
  • Walk the customer through the problem-solving process.
  • Follow standard software.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team.
  • Follow-up and update customer status and information.


Minimum Qualifications and Skills: 

  • Must have a Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
  • Must have a minimum of 3 years related experience.
  • Possess a minimum of three years general administrative support work with demonstrated experience that provides the required knowledge, skills, and ability.
  • Must have an active TS/SCI with Poly clearance. 
  • Must have DOD8570 CE.
  • Proficient in reading, speaking and writing in the English language.
  • Excellent customer service skills.
  • Excellent organizational, reporting, and communication skills.
  • Proficient in the Microsoft Windows applications in Microsoft Office.

Criterion Systems, Inc. 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



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