Engineer; Team Lead

Location

Fairfax, VA

Full time, minimum 40 hours per week

Security +, MS 500, AZ500

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.

The candidate must follow instructions well, but also be able to take the initiative. Must have excellent customer service skills and manage time well working with multiple clients at the same time. Should be able to multi‑task, prioritize and meet tight deadlines. Must be fair, flexible, get along well with others, and be a good listener. Must be punctual, reliable, and take good notes.

Has the ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members. Possesses the ability to deal effectively with stressful situations. Continues self‑training to preserve professional viability.

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, retreats, special events, and celebrations.

The Engineer will be in charge of troubleshooting and managing tickets within client SLA parameters. You will be the first point of contact for all technical client issues. Creating, maintaining, following up and closing tickets will be a priority, as well as managing client appointments. You will assist with projects and proactive client work.

• Helpdesk and call queue support
• Troubleshooting applications (e.g., Microsoft applications, client exclusive applications)
• Troubleshooting printers, phones, general workstation issues, and network connection issues
• Assist with projects
• Proactive support – as needed
• Downloading and installation of applications
• On‑boarding/off‑boarding computers
• Hardware assembly and disassembly (upgrading hardware)

• Provide helpdesk support and work on escalated tickets
• Identify the ticket priorities and work on tickets in order
• Assist with proactive maintenance
• Network devices
• Servers
• Backup Maintenance (Barracuda)
• Meraki troubleshooting
• Assist 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

• 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, PCs, 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

• Office 365
• Windows Server 2019
• Microsoft Exchange
• Microsoft Share Point
• Firewalls, switches, access points
• Lab Tech, Connect Wise, Thycotic, Threat Locker, Sentinel One, IT Glue