Tier II Help Desk Specialist

3Si Security Systems•Alexandria, VA

1d•Onsite

About The Position

The Tier II Help Desk Specialist provides advanced technical support for the Integration Operations Center (IOC) and security applications, including video management systems (VMS), access control systems (ACS), and Physical Security Information Management (PSIM) software. The role involves troubleshooting and analyzing complex technical issues, helping Tier I personnel resolve basic problems, validating escalated issues, and researching known solutions. Troubleshooting activities may include software repair, diagnostic testing, and use of remote desktop tools to access user machines for resolving issues. This is an onsite position in Alexandria, Virginia, with separate day- and night-shift openings. Each role follows a fixed 12-hour shift schedule; hours are not flexible. New hires initially attend onsite onboarding and training Monday through Friday during core business hours. After successful knowledge transfer and skill verification, they move to the rotating 12-hour schedule. Applicants must have an active Secret or higher U.S. Government security clearance and pass a comprehensive background investigation and pre-employment drug screening.

Requirements

Experience troubleshooting and resolving IT issues on desktop computers.
1–5 years of help desk experience.
Basic networking skills.
Experience using remote desktop tools, such as RDP, DameWare, or RemotelyAnywhere.
Active Secret or higher U.S. Government security clearance.
Pass a comprehensive background investigation.
Pass pre-employment drug screening.
Work onsite in Alexandria, Virginia, on a fixed 12-hour shift schedule, including occasional holidays.

Nice To Haves

Server experience.
Associate or bachelor's degree in IT or a related field.
Equivalent technical experience may be considered in lieu of formal education.

Responsibilities

Ensure the functionality of applications on a day-to-day basis.
Install and troubleshoot PSIM software.
Maintain proper and accurate documentation for technical issues.
Monitor and support ticket workflows.
Configure and integrate subsystems into PSIM software.
Escalate issues efficiently to the appropriate Tier 3 team when needed.
Assist Tier I personnel with technical problems and investigate elevated technical issues.
Perform other duties and responsibilities as directed by the supervisor.