Schedule: Shift is 10am – 10pm, 2 days on, 2 days off, 3 days on, 3 days off. Job Description: 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. Position Requires: Active Secret Government clearance or higher Excellent communication skills
T1 or Technical Customer Service Experience 1-2 yrs
Job History Must be solid
A or Sec certification a PLUS
Microsoft Windows Preferred
Microsoft SQL Server Preferred
Microsoft SQL Server Reporting Preferred
Microsoft Active Directory
Basic networking protocols
Electronic Security System experience - ACS, IDS, CCTV
Remote Desktop experience
SNMP