Overview

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.

Responsibilities

We are seeking a Tier 2 Help Desk Specialist to assist with providing 24-hours by 7-days a week on-site operational support to enable customer success in Springfield, VA!

Duties, Tasks & Responsibilities

• 24/7 single point of contact with on-site presence focused on real-time monitoring of capabilities operational status on multiple network domains
• 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
• Track all activities and discrepancies via enterprise tools and provide input on actions and technical assessments
• Determine when and who should be called to escalate issues to Tier III or other programs
• Maintain call lists for all interfacing segments across the customer and provides hands on support and assistance to all
• Assist Tier I personnel in solving basic technical problems and for investigating elevated issues
• Review and collect information appropriate for 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 within the appropriate tracking system
• Verify and close problem investigations and change requests
• Develop and enhance Tier II O&M documentation and processes

Qualifications

Required Experience, Education, Skills & Technologies

• Active TS/SCI w/CI polygraph
• Minimum 2 years of applicable experience with bachelor’s degree
• System, Database, and Workstation administration experience
• 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

• Full-time on-site

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/.