End User Support Manager

Arlington, VA


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.

We are looking for candidates to help deliver full lifecycle development and sustainment for the Department of Homeland Security's (DHS) National Cybersecurity Protection System (NCPS). The NCPS assists more than 100 federal civilian government agencies with the protection of their networks against advanced cyber threats. Under this contract, you will support the government in the design, development, operations and maintenance services for the NCPS. Together we will build the mission critical cybersecurity solutions that will enable the timely dissemination of threat warnings and improve information sharing across DHS's stakeholder community.

This End User Support Manager will provide quality and professional support to office and field-based users. This position is responsible for receiving and responding to issues assigned via the support request ticketing system. This position will also deploy and troubleshoot desktops, laptops, operating systems, and applications supported by the Information Technology Team.

•Managing information technology staff by communicating job expectations; planning, monitoring, and appraising job results; coaching and counseling employees; initiating, coordinating, and enforcing systems, policies, and procedures.
•Selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.
•Maintaining the organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies.

Minimum Requirements

  • Six (6) or more years of Systems Administration/Engineering experience with a Bachelor's degree in Information Technology, Computer Science, Computer Information Systems, or related degree OR Master's degree with 4 years of related experience.
  • Professional experience may be considered in lieu of a degree.
  • A current Top Secret clearance with SCI eligibility. Must be able to obtain DHS suitability prior to starting employment.
  • 6+ years related experience supporting Tier 2 Helpdesk services
  • Experience with Windows OS (Win 7 – Win10)
  • Experience with Microsoft Exchange 2010 and Microsoft Office 2010 applications
  • Good working knowledge of network technologies
  • Well verse in Active Directory on creating accounts, joining computers to the domain, creating printer’s queues, creating Exchange mailboxes, distribution lists, security groups, and external contacts
  • Familiar with identifying and resolving basic network issues pertaining to computer connectivity on the network
  • Hands-on troubleshooting experience within a LAN/WAN environment
  • Good interpersonal skills to interact with customers and team members
  • Good communication skills to work effectively with team members, support personnel, and clients
  • Ability to work as part of team or independently
  • Desired Skills:

Preferred Skills

  • Experience working with Altiris and/or HP Openview

Criterion Systems is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. For our complete EEO/AA and Pay Transparency statement, please visit https://criterion-sys.com/careers.


Benefits

Health

Criterion offers comprehensive health benefits including medical, dental, vision, life and disability insurance. Most of our plans are available at no cost for employee only coverage.

Time Off

Employees begin accruing PTO at 15 days per year and acquire more based on seniority. In addition to PTO, Criterion provides 10 holidays and bereavement, military, jury duty, and family medical leave.

Financial

  • Roth and Traditional 401(k) Plans with company matching contributions
  • Health Care and Dependent Care Flexible Spending Accounts
  • Health Savings Accounts
  • Commuter Benefits

Educational

All employees are eligible to use up to $3,000 annually for approved professional development, including trainings, memberships, seminars, and degree programs.

Employee Testimonials

Pets of Criterion

We love our furry friends!

Equal Employment Opportunity and Affirmative Action Employer

Criterion Systems, Inc. is 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 decisions without regard to an individual’s protected status: race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/parental status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status, or any other protected status.

Know Your Rights

Applicants have rights under Federal Employment Laws: Family and Medical Leave Act | Equal Employment Opportunity | Employee Polygraph Protection Act. Criterion participates in E-Verify. Review Right to Work information.

Need an Accommodation?

Criterion is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for a position with Criterion and need special assistance or an accommodation to apply, please send an email with your request to recruiting@criterion-sys.com or call us at 703-942-5800. Determination on requests for reasonable accommodation are made on a case-by-case basis.