Support Technician
Company: GRSi
Location: Bethesda
Posted on: June 24, 2022
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Job Description:
Support TechnicianLocation: -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 -Support
Technician. -This position is based in -Bethesda, MD.
-Responsibilities:- Install, configure, troubleshoot, and resolve
incidents related to hardware, software (COTS, GOTS, custom),
websites, instrument controllers, VoIP systems, and conference room
equipment.- 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 Lync,
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.- Maintain
appropriate levels of inventory for desktops, laptops, and
peripherals.- 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 OS-X - - -o -MS Office (Mac) software - - -o
-Mac imaging solutions and ability to create Mac images-
Identifies, researches, and resolves technical problems.- Responds
to telephone calls, email, and dispatched requests for technical
support.- Documents, tracks, and monitors the problem to ensure a
timely resolution.- Installs, configure and maintain Mac,
peripherals (local and network printers, scanners), and other
end-user equipment such as iPhones and iPads.- A Level II Support
Technician to serve as a project lead and break/fix technician for
a wide variety of user technologies. -- Familiarity with the
following Operating Systems preferred - - -o -OS X El Capitan -
(version 10.11) macOS), Apple Inc.'s desktop and server operating
system for Macintosh computers. - - -o -OS X Yosemite - - -o -Mac
OS Sierra- -Will be supporting Scientific Instrument Controllers in
a hospital/clinical research laboratory environment. 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* -Job Requirements:Required:- Professional experience
troubleshooting Windows, Mac, and/or Linux OS and supporting client
configuration, and network access in a Microsoft 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, MS Lync,
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. -- Ability to obtain and maintain a Public Trust
Clearance. -Desired:- 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.-
One or more of the following certifications: A+, Network+, Apple
Certified Support Professional (ACSP), ITIL v3 Foundation.-
Experience supporting a hospital/clinical research laboratory
environment.- Experience using ServiceNow for incident management,
problem management, and request fulfillment.- One or more
OS-related vendor certifications (Apple, Linux, Microsoft).-
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 7 and/or 8, Microsoft Certified Solutions
Engineer (MCSE)
Keywords: GRSi, Bethesda , Support Technician, Professions , Bethesda, Maryland
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