Tier 2 Help Desk Specialist

Edge360 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.

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:

- 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)

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.