Overview At Criterion Systems, we developed a different kind of business—a company whose real value is a reputation for excellence built upon the collective skills, talents, perspectives, and backgrounds of its people. By accepting a position with Criterion Systems, you will join a group of professionals with a collaborative mindset where we share ideas and foster professional development to accomplish our goals. In addition to our great culture, we also offer competitive compensation and benefit packages, company-sponsored team building events, and advancement opportunities. To find out more about how Criterion can help you take your career to the next level please visit our website: www.criterion-sys.com. Responsibilities Criterion Systems, Inc., is seeking a Helpdesk Technician that can work 100% onsite. During the COVID-19 health crisis, support personnel will mostly work remotely, but when required, come onsite to service requests when business conditions dictate the need. The HelpDesk Specialist is responsible for ensuring an outstanding level of customer service by providing direct support to the user community for our client in Washington DC. The ideal candidate will have extensive experience in applying ITIL best practices to service delivery in a similar, large enterprise environment. The contract operates the computer, telecommunications, network and security infrastructure at the customer site. The network infrastructure provides data, voice, Wi-Fi/wireless, and emergency broadcast services. The selected candidate will deploy and support infrastructures, software solutions and technology; will support technical escalation of advanced issues for problem resolution; and will apply knowledge of industry standards and vendor certifications. The Helpdesk Specialist is primarily responsible for installing, supporting and maintaining computer systems, PC applications and hardware via remote tools and interacting with network services, systems engineering, and/or applications support personnel to restore service and/or identify and correct core problems. Individuals interested in this position should have excellent phone communication skills as well as experience working with customers. • Responds to, diagnoses and resolves problems through discussion with users. • Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps. • Provides support to end users on a variety of issues. • Identifies, researches, and resolves technical problems. • Responds to telephone calls, email and personnel requests for technical support, documenting every contact. • Documents, tracks, and monitors the problem to ensure a timely resolution. • Provides 1st and 2nd tier support to end users for PC applications and hardware via remote tools and deskside visits • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. • Simulates or recreates user problems to resolve operating difficulties. • Recommends systems modifications to reduce user problems. • Possesses and applies expertise on multiple complex work assignments. • Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. • Operates with appreciable latitude in developing methodology and presenting solutions to problems. • Contributes to deliverables and performance metrics. • Utilizes the ServiceNow ticketing system to track all work Qualifications • BS degree in any discipline related IT. Degree requirements may be substituted with four years of work experience.This is in addition to the required work experience needed. • 3 or more years as a Helpdesk Specialist with knowledge of core technologies including but not limited to AD, O365, Windows OS, macOS, WAN/LAN/Wi-Fi, VOIP, Core Networking, Cloud Services, Video Conferencing fundamentals and printing • Experience working in an environment supporting Executive customers with information technology requirements • Requires strong communication and excellent customer service skills • US Citizenship • Ability to obtain a public trust Criterion Systems, Inc. and is subsidiaries are committed to equal employment opportunity and non-discrimination at all levels of our organization. We believe in treating all applicants and employees fairly and make employment decisions without regard to any individual’s protected status: race, ethnicity, color, national origin, ancestry, religion, creed, sex/gender, gender identity/gender expression, sexual orientation, physical and mental disability, marital/parental status, pregnancy (including childbirth, lactation, and related medical conditions), age, genetic information (including characteristics and testing), military and veteran status, or any other characteristic protected by law. For our complete EEO/AA and Pay Transparency statement, please visit https://careers-criterion-sys.icims.com/.