Help desk Engineer- level 2

Job Title: Tier 2 - Engineer

Location: Fairfax, VA

Terms: Full time position, minimum 40 hours per week (work from office)

Certificate requirements: Security +, SC100, SC200, AZ500

Who we are:

GRS is a technology consulting firm that has been supporting small-medium sized businesses in the Washington, DC area since 2014. We are a fast-growing, high-paced IT Managed Services provider. We believe that everyone should have access to high-end, enterprise-level IT solutions, and that is exactly what we provide.

We hire only high energetic, positive, team players that love being challenged and are always looking to grow. Our team represents our core values and delivers high-level client support as well as contributing to our team camaraderie and spirit. We provide the best customer experience; our clients should be able to hear your smile over the phone! We have a team that does not back down from a challenge and gets satisfaction from contributing to the overall success of the company. To be part of our team you must accept the above and have answered yes to the questions below. Do you get great satisfaction from contributing to the overall success of the company? Do you enjoy using technology to automate processes? Do you work well under pressure and always show up with a positive attitude?   

Important Characteristics to be Successful at GRS:

The ideal candidate will possess a strong ability to follow directions while also demonstrating initiative when necessary. They will exhibit exceptional customer service skills and the capacity to manage time effectively, especially when handling multiple clients simultaneously. The ability to multitask, prioritize tasks, and adhere to strict deadlines is crucial. We seek a team player who is equitable, adaptable, and possesses excellent interpersonal skills, ensuring they work harmoniously with others and listen attentively. Punctuality, reliability, and thorough notetaking are essential qualities. The candidate should have the discernment to seek technical expertise when needed, without imposing undue burdens on colleagues. They must handle stressful situations with composure and continue to engage in self-training to maintain their professional edge.

BENEFITS:

Our unique company benefits include great healthcare, Vision, and dental plan options with ADP Total Source. We offer 401k retirement planning opportunities, Flexible Spending Accounts, Long-Term Disability, Life Insurance, and paid time off. Cutting-edge training opportunities, company lunches, company retreats, special company events and celebrations, all in all a modern, cozy, on the edge of the loop type of work environment!

General Job Description:

The Engineer will be tasked with troubleshooting and managing tickets within the defined client SLA parameters, serving as the primary point of contact for all technical client inquiries. Your responsibilities will include creating, maintaining, and diligently following up on tickets, ensuring they are resolved in a timely manner. Prioritizing ticket closure and managing client appointments will be key aspects of your role. Additionally, you will provide support for projects and engage in proactive client work to maintain and enhance service quality.

Daily duties:

o   Helpdesk and Call queue support

o   Troubleshooting applications (ex. Microsoft applications, client exclusive applications)

o   Troubleshooting printers, phones, general workstation issues, and network connection issues.

o   Aid with Projects

o   Proactive support – as needed

o   Downloading and installation of applications

o   On-boarding/Off-boarding computers

o   Hardware assembly and disassembly (upgrading hardware)

Breakdown of responsibilities:

-          Provide helpdesk support.

-          Documentation of every new detail regarding our clients

-          Maintain knowledge of GRS internal toolset 

-          Ensure that systems, processes, and methodologies are followed according to company guidelines. 

-          Take ownership of tasks and follow through to ensure complete resolution.    

-          Assist with proactive maintenance.

o   Network devices

o   Servers

o   Backup Maintenance 

o   Network equipment troubleshooting

-          Assist Sr. Engineers on Small/Large projects. 

-          Provide quality and profitable services as agreed under GRS SLA 

-          Daily duties may include level 1 tasks (as needed)  

o   Troubleshooting applications

o   Troubleshooting printers

o   Downloading and installation of applications

o   Troubleshooting phones

o   Troubleshooting general computer issues

-          Any other tasks assigned by the team lead or management. 

Candidate requirements:

• Must be a US Citizen with a valid driver license.
• Must be willing to go through a background check.
• Must be able to keep up in the high pace environment.
• Excellent communication, customer service, planning, problem solving, goal setting, quality, and time management skills.
• At least two years of related work experience with a positive track record of help desk support
• Solid knowledge of hardware and software with, but not limited to, PC’s, laptops, smartphones, tablets, printers, general office equipment, Microsoft Office, and Windows OS.
• Ability to troubleshoot client issues while remaining calm and managing timelines.
• Networking or Microsoft related certification is a plus.
• Microsoft Office Suite
• Configuring Remote Desktop
• Know Windows 10 and Windows 11
• Active directory, DNS and DHCP
• Smart phones such as Android, iPhones and Blackberry
• Network printers and wireless access points.

Desired familiarity with the following:

• Office 365
• Windows Server 2019
• Microsoft Exchange
• Microsoft SharePoint
• Firewalls, switches, access points