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Technical Support Analyst II

2 months ago

Washington, Washington, D.C., United States Global Resource Solutions, Inc. Full time
Job Overview

Global Resource Solutions, Inc. (GRS) is on the lookout for a dedicated, detail-oriented, and skilled individual to fill the role of Help Desk Specialist II.

Position Summary: The Help Desk Specialist II is responsible for providing assistance to end users on a range of technical issues. This role involves identifying, researching, and resolving various technical problems. The specialist will respond to requests for technical support via telephone, email, and in-person communications. It is essential to document, track, and monitor issues to ensure timely resolutions.

Key Responsibilities:

  • Install and support commercial software and manage related upgrades.
  • Update the solutions database with relevant resolutions.
  • Provide problem-solving support, including hardware/software installation and configuration, adhering to computing standards and client support for all network and desktop systems.
  • Monitor and enforce IT policies and procedures.
  • Assist in setting up new users within identity and access management systems and multiple-level security procedures.
  • Install and configure computers, monitors, network infrastructure, and peripherals such as printers and scanners.
  • Maintain, upgrade, and repair PCs/laptops and Windows desktop applications across all systems.

Qualifications:

  • A minimum of five (5) years of experience in Information Technology or a related field.
  • A Bachelor's Degree in Computer Science, Information Technology, or equivalent experience.
  • Must fulfill position and certification requirements as outlined in DoD Directives for Information Assurance Technician Level 2 within six months of hire.

Security Clearance Requirements:

  • Current Top Secret Clearance with SCI Eligibility
  • Eligibility for access to Special Access Programs
  • Willingness to undergo a Counterintelligence Polygraph

Essential Skills:

  • Familiarity with security policies/manuals and relevant DCIDs/JAFANs and other guiding documents.
  • Ability to thrive in a dynamic environment and effectively collaborate with various DOD, military/civilian personnel, and industry partners.
  • Proficient in Microsoft Office Suite (Word, PowerPoint, Excel).
  • Exhibit a high degree of originality, creativity, and initiative with minimal supervision.
  • Willingness to travel within the organizational geographic Area of Responsibility (AOR), which may include extensive air and ground transportation.

Physical Requirements: Candidates must be willing and able to perform tasks that include sitting, bending, reaching, stooping, squatting, standing, and walking.

Communication Skills: Excellent customer service skills, both over the phone and in face-to-face interactions, along with strong written and verbal command of English.

Global Resource Solutions, Inc. (GRS) offers an exciting and rewarding career path. As a management consulting firm serving government and business sectors, we provide excellent career opportunities and a comprehensive benefits package, including medical, dental, vision, short/long-term disability, life insurance, and a retirement plan. GRS is an Equal Opportunity / Affirmative Action employer, ensuring that all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm your authorization to work in the U.S.