Help Desk Specialist

Technical Support Bethesda, Maryland


Help Desk Specialist
Location: Bethesda, MD

, 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 Help Desk Specialist to provide leading edge desktop solutions to world renowned healthcare and research organizations in the Washington, DC metro area, and around the world. This position is based in Bethesda, MD. 

- Serves as the Tier 1, Tier 2 and 3 Support for the computer user community.
- Responds to customers via phone, in person, and through remote support channels.
- Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance.
- Records all activities within the NIH central ticket tracking system and documents cases thoroughly and accurately in real time, per service standards.
- Documents problem resolutions as knowledge records in the NIH IT Knowledge Base.
- Follows quality control workflow to ensure proper documentation and quality of case handling.
- Help Desk Specialists within the continuity program must also monitor and respond to application alerts according to established monitoring plans.
- Must coordinate communications channels during major incidents, and record problem investigations in the NIH ServiceNow tracking system in a timely fashion.

- 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.
- Ability to obtain a Public Trust clearance.
- 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

Desired Qualifications:
- Requires technical computer and customer service skills.
- General experience includes increasing responsibilities in information technology service management.
- Knowledge of current PC and Apple Macintosh operating systems.
- Experience managing ticket queues and handling ticket assignments.
- Excellent ServiceNow skills
- Previous experience providing helpdesk support within NIH

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: 7052