What are the responsibilities and job description for the Tier 2 Help Desk Specialist (Cleared) position at 3SI Security Systems?
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:Duties and Responsibilities:
- Ensure functionality of the application on a day-to-day basis
- Installation and troubleshoot of the SIM Software
- Maintain proper and accurate documentation for all technical issues
- Monitor and support ticket workflows
- Configuring/Integrate subsystems into PSIM software
- Efficiently escalate issues to the proper Tier 3 team when needed
- Performing other duties as needed to help fulfill our mission
Essential Knowledge:
- Must have experience with troubleshooting and resolving IT issues on desktops
- 1-5 years of help desk experience (Compensation based on experience)
- Basic Networking skills
- Remote desktop experience (RDP, DameWare, RemotelyAnywhere)
Server experience is desirable
Additional Requirements:
- Secret or higher Government Security Clearance
- Successful candidates must pass a comprehensive background investigation
- A pre-employment drug screening is also required
24/7 - 12 hour shifts @ Operations Center in Alexandria, VA
Day Shift: 10AM – 10PM or Night Shift: 10PM - 10AM (this shift is not flexible)
The current opening is for Day Shift.
Hours: 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)
Notes: 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.
Who We Are:
3SI, CovertTrack, Wren Solutions and Edge 360 are four leading organizations in the security industry, who have joined forces with the mission to help create a #SaferWorld. Retailers, Financial Institutions, and Law Enforcement agencies look to us for solutions to offset the threat of high-value or volume asset theft, the victimization of repeat crimes, and the safety of employees, customers, and the overall community at large.
Leveraging over 90 years of combined safety and security expertise, we offer an unparalleled suite of services and technologies encompassing deterrence, detection, and live asset tracking, resulting in apprehensions and convictions. This offering is backed by innovation and design-build capabilities for seamless integration.
Our unique solutions and trusted partnerships are embraced by over 10,200 law enforcement agencies, delivering crime intelligence directly to ?rst responders and investigators for swift results to arrest and stop crime. By assisting police in apprehending and convicting dangerous offenders and taking them off the street, we help the community move towards becoming a #SaferWorld.
