Desktop Support Technician - Tier II

The Company:
Innovation, Collaboration, and Agility - at GRSi these aren't buzz words, they're our mantra.

GRSi is an ISO certified and CMMI/dev-ML3 rated professional services organization with expertise that covers all areas of information technology and professional engineering services -- from systems integration; Agile, Iterative, and Waterfall software development; multi-tier infrastructure support; to full-spectrum cyber security and enterprise systems support. Regardless of the program or the task, the excellence of GRSi is all about the people. Our greatest asset is our ability to attract and retain highly qualified professionals and our record growth this past year means new opportunities.

Desktop Support Technician - Tier ll
Location: Bethesda, MD

GRSi, a forward-leaning professional technical and engineering services company across Federal, National Security, Intelligence, and Commercial industries, is experiencing steady organic growth. Our next-level solutions and support have earned us national accolades and the trust of our clients for over two decades. With continued growth comes opportunity, and we are currently searching for an Desktop Support Technician Tier ll. This position is based in Bethesda, MD

Responsibilities:
- Provide hardware and software support to a diversified staff and end-user population
- Configure, install, and support desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals
- Provide enhanced VIP desktop and user support service
- Configure IT devices for secure operation, including installation of security software, software updates, and other configurations as required
- Provide software support for users of NIH-provided applications
- Use an IT ticket system to receive and track the trouble tickets, assign them to a technical specialist for action, and ensures that tickets are resolved, and closing out with the customer and in the system

Requirements:
- Bachelor's degree along with at least one (1) year of relevant work experience in IT customer support or an Associate degree or H.S. diploma with at least three (3) years of relevant work experience
- Experience supporting both the Mac and Windows OS. Strong customer service and communication skills are key as this role involves heavy face-to-face customer support
- Experience supporting various operating systems - expertise should include Windows 7/10; and some MAC OS (ideally 10.8 and above)
- 3 years of technical support experience in Microsoft suite
- Experience using ticketing system (preferably Service Now)
- Strong customer service and end-user equipment support skills; preferably with some experience support VIPs (MUST)
- Ability to obtain a Public Trust

Certification Requirement:
It is required that the candidate hold or will be certified within 3 months of hire, one or more of the following certifications:
- Foundation Certificate in IT Service Management (ITIL) v3 or higher
- MTA: Microsoft Technology Associate
- MCSA: Microsoft Certified Solutions Associate
- MSCE: Microsoft Certified Solutions Expert
- Apple Certified Associate - Mac Integration Basics (current or current -1 version)
- Apple Certified Support Professional (current or current -1 version)
- CompTIA A Certified Professional
- CompTIA Network Certified Professional
- CompTIA Security Certified Professional
- Jamf Certified Tech
- Jamf Certified Expert

GRSi is an Equal Opportunity/Affirmative Action employer. Qualified applicants or employees will receive consideration for employment without regard to race, color, religion, ethnic or national origin, ancestry, age, sex, sexual orientation, gender identity, pregnancy (including childbirth or related condition) citizenship, familial status, mental or physical disability status, veteran status, genetic information, other non-disqualifying disability, or any other characteristic protected by law.