Desktop Support Technician

Technical Support Bethesda, Maryland


Desktop Support Technician
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 Desktop Support Technician. This position is based in Bethesda, MD.
- Install, configure, troubleshoot, and resolve incidents related to hardware, software (COTS, GOTS, custom), websites, instrument controllers, medical and scientific devices.
- Follow relevant procedures to resolve incidents and fulfill requests within agreed-upon service level agreements (SLAs)
- Provide outstanding customer service both at the desk-side and via remote tools such as Bomgar, Cisco Jabber, Microsoft Teams, and Windows Remote Control.
- Support secure operations by maintaining anti-virus and endpoint security applications and remediating vulnerabilities, security violations, and incidents within designated time constraints.
- Assist with systems administration, troubleshooting, and resolutions.
- Ensure compliance with all security and operational policies and procedures, including the United States Government Configuration Baseline.
- Diagnosing and troubleshooting desktop system, printer, and operating problems.
- Consulting and instructing users on hardware and software questions/issues.
- Collaborate with the Infrastructure Systems Operations team.
- Install, maintain and upgrade equipment and its associated infrastructure.
- Runs diagnostic tests to isolate system problems and make recommendations for potential solutions for:

     o Operating Systems (including Windows, macOS and *unix)
     o Scientific Computing
     o Medical devices and peripherals
- Identifies, researches, and resolves technical problems.
- Responds to telephone calls, email, and dispatched requests for technical support.
- Documents, tracks, and monitors problems to ensure a timely resolution.
- A Level III Support Technician to serve as a scientific computing specialist for a wide variety of user technologies. 
- Hands on experience with at least one of the following Operating Systems required

     o Red Hat Enterprise Linux
     o CentOS Linux
     o Ubuntu
- Will be supporting Scientific Instrument Controllers in a hospital/clinical research laboratory environment.


 - Ability to obtain and maintain a Public Trust Clearance.
Desired Qualifications:
- 4+ years of relevant, applicable professional experience.
- Experience with managing customer expectations and delivering the highest quality customer service.
- ServiceNow expertise for queue management and ticket fulfillment.
- Advanced knowledge and expertise in supporting scientific researchers and their specialized systems and equipment.
- BS/MS/PhD degree from an accredited college with an Engineering or Applied Science major.

-Professional experience troubleshooting Linux OS and supporting client configuration, and network access in a clinical/scientific environment.
- Hands-on experience with the installation, configuration, and use of a wide range of COTS (Commercial Off-The-Shelf) desktop software and hardware in a networked environment.
- Experience with enterprise-level ticketing systems such as ServiceNow, Remedy, etc., and remote support tools (Windows Remote Control, Cisco Jabber, Bomgar).
- Strong customer service skills.
- Ability to express complex concepts in a clear, easy-to-understand manner with various levels of users and in face-to-face interactions as well as in writing.
- Experience supporting a hospital/clinical research laboratory environment.
- Experience using ServiceNow for incident management, problem management, and request fulfillment.
- Systems administration experience.
- Experience supporting enterprise-level environments on a 24x7 basis.
- Experience supporting Scientific Instrument Controllers.
- Experience supporting a Hospital environment.

One or more certifications desired:
 - Customer Service Representative, Support Center Analyst, Desktop Support Technician, or Technical Support Professional.
- ITIL Practitioner, ITIL Service Manager, Apple Certified Macintosh Technician, Apple Certified Support Professional, LPIC-1, LPIC-2, CompTIA A+, CompTIA Network+, CompTIA Linux+, CompTIA Healthcare IT Technician, HDI Desktop Support Manager, HDI Service Manager, Microsoft Certified Solutions Associate (MCSA): Windows 10 and/or 11, Microsoft Certified Solutions Engineer (MCSE)

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 – 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, 20000:2018 & 27001:2013 Certified / CMMI-ML3 Appraised*