Senior Desktop Support Technician

Technical Support Rockville, Maryland


Senior Desktop Support Technician 
Location: Rockville, 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 a Senior Desktop Support Technician to support our Rockville, MD office.

- Configuring, installing, and supporting desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals.
- Providing enhanced VIP desktop and user support service.
-Configuring IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
- Providing software support for users of NIH-provided applications (as identified by the task).
- Ability to work well under pressure and meet deadlines as needed.
- Ability to lead/track special projects
- Using an IT ticket system, responsible for receiving and tracking trouble tickets, updating open tickets appropriately with actions/steps taken; working them to completion and/or re-assigning them to a technical specialist for action, and closing out with the customer and in the system.

- Bachelors and 5 years or Associates degree and 8+ years of technical support (or equivalent combination of education and experience).
- Experience with current desktop and laptop computers.
- Experience supporting various operating systems – expertise should include Windows 10; macOS (ideally 10.15 or higher); Linux (Ubuntu preferred)
- 3+ years of technical support experience in Microsoft suite.
- Experience using ServiceNow for incident management, problem management, and request fulfillment.
- Strong customer service and end-user equipment support skills; preferably with some experience supporting VIPs.
- Strong written and oral communications are required.

Desired Qualifications:
- Experience supporting the National Institutes of Health
- Bachelor’s degree preferred; ideally in Computer Science, Information Systems, or Social Science
- Experience with Active Directory
- Experience with Mobile Device Management (such as MobileIron)
- Experience providing IT support in a healthcare/clinical environment, ideally supporting connected medical devices
- One or more of the following certifications is desired:
           - Apple Certified Support Professional
           - Microsoft Certified Professional

           - CompTIA Security+
           - CompTIA A+

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 opportunity.


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 – Inc. Magazine Fastest-Growing Companies, 6x Honoree*

*2020 – G2Xchange NXT UP Federal Emerging Technology and Consulting Firms*

*2019 – MD Tech Council CEO of the Year*

*ISO 9001:2015, 20000-1:2018 & 27001:2013 Certified / CMMI-ML3 Appraised* 

Requisition ID: 7189