Tier 2 Help Desk Specialist (Cleared)

Description:Edge360 (A 3Si Company) is looking for a motivated individual to fill the position of Tier 2 Help Desk Specialist. In this role, the successful candidate 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, responsible for advanced technical troubleshooting and analysis methods for these applications.Tier 2 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 seeking 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.Requirements:Ensure functionality of the application on a day-to-day basisInstallation and troubleshoot of the PSIM SoftwareMaintain proper and accurate documentation for all technical issuesMonitor and support ticket workflowsConfigure/Integrate subsystems into PSIM softwareEfficiently escalate issues to the proper Tier 3 team when neededPerform all other duties and responsibilities as directed by the supervisorKnowledge, Skills, and Abilities Must have experience with troubleshooting and resolving IT issues on desktops1-5 years of help desk experience (compensation based on experience)Basic Networking skillsRemote desktop experience (RDP, DameWare, RemotelyAnywhere)Server experience preferredQualificationsAssociate or Bachelor's degree in IT or a related field preferredEquivalent technical experience may be considered in lieu of formal educationAdditional CommentsThis role consists of 12-hour shifts on-site in Alexandria, VANight Shift: 10PM - 10AMHours: Sunday - Saturday (40 hr-week/12-hour shifts, rotating 2 on, 3 off, 2 on, 2 off, 3 on, 2 off schedule, and occasional holidays)For initial onboarding and training, this position requires applicants to be on site Monday – Friday during core business hours (8:30-5:00). Following successful knowledge transfer of job responsibilities and skill verification, the candidate’s schedule will be a 12-hour shift schedule mentioned above.Active Secret or higher U.S. Government security clearance requiredSuccessful candidates must pass a comprehensive background investigationPre-employment drug screening is requiredCompany DescriptionAt 3Si, our mission is to make your world, safer. As a global leader in innovative security technology, we help businesses and law enforcement prevent and respond to crime through field-proven solutions and trusted partnerships. With over 100 years of combined experience through our merged companies, our expertise drives measurable impact in communities worldwide.We specialize in GPS tracking, video surveillance, and integrated response technologies that deter theft and accelerate criminal apprehension. Designed for retail, financial institutions, law enforcement, and more, our solutions combine cutting-edge tools with unmatched response capabilities. Through our exclusive DirectToDispatchTM technology, verified crime alerts are sent directly to law enforcement dispatch centers in real time—bypassing traditional third-party monitoring delays—to enable rapid, precise response when it matters most.At 3Si, meaningful work makes a difference. We’re a purpose-driven team that values innovation, trust, and collaboration. From engineering to sales and support, every role contributes to our mission to protect communities and make the world safer. We offer a hybrid, flexible work culture, competitive benefits, and the chance to grow alongside a team of passionate, dedicated professionals.3SI Security Systems101 Lindenwood Dr #200Malvern, PA 19355

Salary : $70,000 - $85,000