Technical Support Analyst

Technical Support Bethesda, Maryland


Description

Technical Support Analyst
Location: Bethesda, MD

GRSi, the 2021 Maryland Tech Council Government Contractor of the Year, is experiencing industry-leading growth. We have been recognized by Inc. Magazine as one of the fastest-growing companies in the country for seven years and are led by Maryland’s 2019 CEO of the Year. As part of our growth, we are searching for a Technical Support Analyst to join our growing team. This position is based in Bethesda, MD.

Responsibilities:
- Maintain customer satisfaction by providing remote and deskside support for COTS/GOTS applications that users rely on to perform daily tasks.

- Diagnose and troubleshoot application incidents and problems escalated from the Service Desk or end-users.
- Respond to telephone calls, emails, and dispatched requests for technical support.
- Identify, research, and recommend solutions for a variety of technical problems across the software/application portfolio based on user feedback.
- Collaborate with developers and administrators to escalate issues that may require a functional, interface, or backend changes.
- Follow relevant procedures to resolve incidents and fulfill requests within agreed-upon service level agreements (SLAs).
- Record and document all relevant incident or problem information in the ITSM tracking platform.
- Act as a power-user of various productivity and mission-support applications to satisfy end-user needs.
- Support and deliver end-user training for common and specialized application use cases or workflows.
- Support the continual improvement of application operations based on user feedback and commonly experienced issues.
- May support user acceptance testing (UAT) processes to ensure applications perform as expected when development changes are made.
- Ability to obtain a Public Trust Clearance. 

Required Experience:
- At least 1 year of experience in the IT field is required.

- A bachelor’s degree in Computer Science or Information Systems, business, mathematics or related field. In lieu of a degree, candidates must possess an additional 2 years of direct IT support experience relevant to the responsibilities above.
- Expertise in communicating with customers.
- Experience using Service Desk ticketing systems such as ServiceNow.
- Experience in at least one of the following technologies is required: G Suite, Confluence or Asana.

Desired Experience:
- Experience using Kanban or Agile task tracking tools such as Asana or Atlassian Jira is a plus.

- Experience as an application power-user is a plus.
- Basic programming/scripting skills are a plus.
- Preferred certifications include: ITIL Foundations, Microsoft 365 Foundations, Help Desk Institute (HDI), or similar certifications.

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 cybersecurity 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.

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. 

*2021 – Government Contractor of the Year, MD Tech Council, Multi-Year Top5 Tech Company*
*2020 – Top 5 Gov’t Contractor, MD Tech Council, 4th year*
*2020 – Inc Magazine Fastest Growing Companies, 6th year*
*2020 – G2Xchange NXT UP Federal Emerging Technology and Consulting Firms*
*2019 – MD Tech Council CEO of the Year*
*ISO 9001:2015, 20000:2018 & 27001:2013 Certified / CMMI-ML3 Appraised*

Requisition ID: 6594