Tier II Helpdesk Specialist
About The Position
At CRI, we are more than a workplace — we are a mission-driven, forward-thinking team shaping the future of secure and efficient operations across government and commercial sectors. As a minority-owned and Woman-Owned Small Business (WOSB) with over 30 years of experience, we specialize in delivering enterprise management systems, integrated physical and cybersecurity solutions and cutting-edge IT services, that elevate performance and ensure compliance. We thrive on innovation, collaboration, and continuous improvement, offering exciting opportunities to develop and deploy transformative technologies that support national and global organizations. The Tier-2 Helpdesk Specialist candidate will provide operations center support to a number of security applications to include video management systems, access control systems, SNMP devices, and a PSIM. Responsible for advanced technical troubleshooting and analysis methods for all applications. Support personnel is responsible for assisting Tier I personnel in solving basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues. However, prior to the troubleshooting process, it is important that the personnel review the work order to see what has already been accomplished by the Tier I technician and how long the technician has been working with the particular customer. Activities may include, but are not limited to software repair, diagnostic testing, and the utilization of remote control tools used to take over the user’s machine for the sole purpose of troubleshooting and finding a solution to the problem. Also responsible for the research and development of solutions to new or unknown issues and working with the development team to analyze the code and data using information from Tier 1 and Tier 3.
Requirements
- Microsoft Windows
- Microsoft SQL Server
- Microsoft SQL Server Reporting
- Microsoft Active Directory
- Basic networking protocols
- Electronic Security System experience - ACS, IDS, CCTV
- Remote Desktop experience
- SNMP
- Active Secret Government clearance or higher
Responsibilities
- Provide operations center support to security applications including video management systems, access control systems, SNMP devices, and a PSIM.
- Perform advanced technical troubleshooting and analysis for all applications.
- Assist Tier I personnel in solving basic technical problems.
- Investigate elevated issues by confirming problem validity and seeking known solutions.
- Review work orders to understand previous troubleshooting steps and customer interaction.
- Perform software repair, diagnostic testing, and utilize remote control tools for troubleshooting.
- Research and develop solutions for new or unknown issues.
- Collaborate with the development team to analyze code and data using information from Tier 1 and Tier 3.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
