Technical Support Specialist

Pensacola, FL


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.

The Technical Support Performs a wide variety of technical tasks in support of processes, engineering, quality control, calibration, laboratories, production/test environment, field operations, line maintenance, etc. Tests, troubleshoots, repairs, maintains and installs a wide variety of electronic, electromechanical, mechanical, computer, laboratory and scientific systems and/or equipment.  Sets up and operates engineering and scientific equipment. May recommend or select equipment and tools. Supports and provides Tier I (Help Desk) and Tier II (Escalation) problem identification, diagnosis and resolution of problems. Provides support for the escalation and communication of status to agency management and internal customers. Observes, analyzes and reports test data; and when appropriate makes necessary repairs to equipment. Utilizes various engineering and scientific drawings, manuals and other related documentation in the performance of assigned tasks.

Job Responsibilities

  • Experience and/or familiarity with one or more of the following: Solaris, AIX, Red Hat, IRIS, Microsoft Windows (2000, XP, 2003), VMware, Sharepoint, Citrix.
  • Install, maintain, configure application and middleware software, equipment and systems.
  • Monitor system health and status.
  • Provide user support including, password reset, tools, access, etc.
  • Document problems and resolutions through a tracking program.
  • Perform various administrative duties and provide technical assistance, with the supervision of a team leader to remotely located users.
  • Interface with the following groups: software development, testing, integration, deployment, sustainment, maintenance, etc.
  • Support shift work.
  • Experience working in an Agile environment desired
  • Experience with ITIL methodology desired.
  • Experience and/or familiarity with one or more of the following shell scripts: Bourne, C, Krone, Bash, Perl, etc.
  • Experience and/or familiarity with one or more of the following: TCP/IP, Cisco switches and routers, VLAN, firewall, VPN, storage arrays (RAID, Blades), etc.
  • Perform Incident Response (tiered support model), using an Incident Management System. 
  • Tier I: General troubleshooting, triage, or performance of specific tasks (i.e. user account creation, password resets/unlocks, share drive access, remote software installations).  Escalation to Tier II.
  • Tier II: Prioritize incidents.  Perform detailed troubleshooting, root cause analysis.  Determine multi-user, multi-system correlations. Escalation to Tier III.
  • Tier III: Provide system administrative support to correct deficiencies noted in the trouble ticketing system for COTS and GOTS software packages.
  • Perform Tier II support.
  • May perform team lead functions.
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  • Interface directly with customer and program management team.
  • Provide status to program management and input to customer status reports.

Minimum Requirements and Certifications

  • Active Top Secret/Sensitive Compartmented Information (TS/SCI) security clearance required.
  • U.S. Citizenship required.
  • Certifications:
  • Desired certifications include: Certified Ethical Hacker (CEH), Cisco Certified Network Associate or Professional (CCNA, CCNP, etc.), Microsoft certifications (MCP, MCDST, MCSA, etc.), Cloud certifications.
  • DoD 8570.1-M Compliance at IAT Level I certification desired.
  • Information Technology Infrastructure Library (ITIL) certification desired.
  • Six (6) or more years of technical support experience required.
  • High School diploma or equivalent is required
  • Experience with disaster recovery, backup systems required.
  • DOD 8570.1-M Compliance at IAT Level I or better certification required.
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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.