Tier II Helpdesk Specialist

COMMUNICATIONS RESOURCE; Alexandria (VA); On-site; USD 65,000 - 85,000; Full time

Job summary

COMMUNICATIONS RESOURCE (CRI) in Alexandria, VA is seeking a Tier-2 Helpdesk Specialist to support security applications (video management, access control, SNMP devices, PSIM) on-site. You will perform advanced troubleshooting, assist Tier I, review work orders, and coordinate with development teams to resolve complex issues.

The role requires an Active Secret Government clearance or higher, and a 40+ hour week with 12-hour day/night shifts; training starts onsite Mon-Fri 8:30–5:00 before

Qualifications

• Active Secret Government clearance or higher.

Responsibilities

• Provide operations center support for security apps: video management, access control, SNMP devices, PSIM.
• Perform advanced troubleshooting and analysis; assist Tier I and investigate elevated issues.
• Review work orders to track progress and inform customers; coordinate with development for complex fixes.
• May perform software repair, diagnostic testing, and use remote tools to troubleshoot.
• Research and develop solutions, working with the development team to analyze code and data.

Skills

Windows

SQL Server

SQL Reporting

Active Directory

Networking basics

Security systems

Remote Desktop

SNMP

Job description

At CRI, we are more than a workplace - we are a mission-driven, forward-thinking team shaping the future of secure and efficient operations across government and commercial sectors. As a minority-owned and Woman-Owned Small Business (WOSB) with over 30 years of experience, we specialize in delivering enterprise management systems, integrated physical and cybersecurity solutions and cutting-edge IT services, that elevate performance and ensure compliance. We thrive on innovation, collaboration, and continuous improvement, offering exciting opportunities to develop and deploy transformative technologies that support national and global organizations.

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.

Critical knowledge base includes

• Microsoft Windows
• Microsoft SQL Server
• Microsoft SQL Server Reporting
• Microsoft Active Directory
• Basic networking protocols
• Electronic Security System experience - ACS, IDS, CCTV
• Remote Desktop experience
• SNMP

Requires

Active Secret Government clearance or higher

Location

Full time onsite Alexandria, VA *no remote/hybrid*

Shift Hours

Day 10AM-10PM, Night 10PM-10AM *this shift is not flexible*

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)

Note

Initial training requires an onsite, Monday-Friday schedule from 8:30 am to 5:00 pm. After successfully completing training and demonstrating proficiency (typically within two months), new hires will transition to a 12-hour night shift schedule.