Tier II Help Desk Shift Lead

3Si Security Systems•Alexandria, VA

1d•Onsite

About The Position

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.

Requirements

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, DameWare, RemotelyAnywhere)
Server experience preferred
Experience leading a small team is preferred
Active Secret or higher U.S. Government security clearance required
Successful candidates must pass a comprehensive background investigation
Pre-employment drug screening is required

Responsibilities

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