Engineer (Team Lead)

Who we are

GRS is a technology consulting firm based in Fairfax, VA. We support small-medium sized businesses in the Washington, DC area and are a fast-growing IT Managed Services provider. We focus on providing high-end, enterprise-level IT solutions to our clients.

Terms

• Full-time position, minimum 40 hours per week

Certificate requirements

• Security +, MS 500, AZ500

Benefits

• Professional development assistance
• 401(k) health insurance
• 401(k) matching
• Paid time off
• Employee discount
• Vision insurance
• Health savings account
• Dental insurance
• Life insurance

Job Description

As an Engineer at GRS, your primary responsibility is to troubleshoot and manage tickets within client Service Level Agreements (SLA) parameters. You will be the first point of contact for all technical client issues and will assist with projects and proactive client work.

Daily Duties

• Helpdesk and call queue support
• Troubleshooting applications (e.g., Microsoft applications, client exclusive applications)
• Troubleshooting printers, phones, general workstation issues, and network connection issues
• Aid with projects
• Proactive support – as needed
• Downloading and installation of applications
• Aid with on-boarding/off-boarding computers
• Hardware assembly and disassembly (upgrading hardware)
• Breakdown of responsibilities
• Provide helpdesk support and work on escalated tickets
• Identify the ticket priorities and work on tickets in order
• Aid with proactive maintenance
• Network devices
• Servers
• Backup Maintenance (Barracuda)
• Meraki troubleshooting
• Aid Sr. Engineers on Small/Large projects
• Documentation of every new detail regarding our clients
• Provide quality and profitable services as agreed under GRS SLA
• Ensure that systems, processes, and methodologies are followed according to company guidelines
• Take ownership of tasks and follow through to ensure complete resolution
• Daily time entry accounting for at least 8 hours in the form of resolution
• Notes in Service Tickets
• Daily checkout through MS Teams
• Accurate recording and submission of timesheet
• Daily duties may include level 1 tasks (as needed)
• Troubleshooting applications
• Troubleshooting printers
• Downloading and installation of applications
• Troubleshooting phones
• Troubleshooting general computer issues
• Any other tasks assigned by the team lead or management

Candidate Requirements

• 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 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
• Smartphones such as Android, iPhones and Blackberry
• Network printers and wireless access points
• Desired familiarity with the following:
• LabTech, ConnectWise, Thycotic, Threat Locker, Sentinel One, IT Glue

Similar job categories

• Senior Engineer
• Associate Engineer
• Senior Field Engineer
• Field Engineer (Level 2)