Help Desk Specialist

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: www.criterion-sys.com. Criterion Systems is a Military/Veteran Friendly Company therefore we encourage Veterans to apply.

We are seeking a Tier II Help Desk Specialist to assist a team providing 24/7 on-site operational support to enable customer success in Springfield, Virginia!

***ACTIVE SECURITY CLEARANCE REQUIRED***

Duties, Tasks & Responsibilities

• On-site presence focused on real-time monitoring of capabilities operational status on the COE and SECnet domains of the specified IPA suite.
• Point of Contact for PSOC and other Mission Essential System Watch Centers.
• 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 within our control.
• Track all activities and discrepancies via agency Service + and provide input on actions and technical assessments.
• Determine when and who should be called to escalate issues to Tier III or other programs.
• Maintains call lists for all interfacing segments across the NSG and ASG and provides hands on support and assistance to all.
• Employ ASP troubleshooting and analysis methods.
• Assist Tier I personnel in solving basic technical problems and for investigating elevated ASP issues.
• Review and collect information appropriate for ASP 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 accurately within the appropriate issue/problem/change tracking system.
• Verify and close Problem Investigations (PBI) and Change Requests (CRQ) installation in the operational system.
• Develop and enhance Tier II ASP O&M documentation and processes.

Required Experience, Education, Skills & Technologies

• An active TS/SCI/with CI polygraph
• Two (2) years of system, database, and workstation administration experience
• Bachelor’s degree in computer science, information technology, engineering, or a technical discipline
• Experience working in a technical help desk environment
• 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/Hours of Coverage

• Opportunities exist on this team to provide 24x7 coverage. This position is full-time on-site and will support either the first, second, or third shift.

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 https://careers-criterion-sys.icims.com/.