Help Desk Tier I Specialist

RCG is hiring a Help Desk Tier I Specialist to deliver full-time technical support to end users on an ongoing federal government contract. The role begins with on-site training in Silver Spring, MD and transitions to remote work for candidates who live within 50 miles of the training location.

Position Overview

• Location: Silver Spring, MD (remote after training)
• Employment type: Full-Time
• Training requirement: 8 weeks on-site in Silver Spring, MD
• Remote work condition: Must reside within 50 miles of Silver Spring, MD
• Operating hours: Monday to Friday, 7:30 AM to 8:00 PM; assigned 8-hour shift within operating hours
• Hourly rate: USD 18.00 to 22.00 per hour

Key Responsibilities

• Provide technical support to end users through phone, email, chat, desk-side assistance, and remote support tools.
• Troubleshoot PC and Mac hardware, operating systems, peripherals, software applications, and basic network-related issues.
• Use BeyondTrust Remote Support to troubleshoot and resolve user issues remotely.
• Install, configure, troubleshoot, and deploy hardware and software.
• Assist users with software installations and peripheral configurations.
• Provide Commercial Off-The-Shelf (COTS) application support.
• Deliver VIP-level technical support and priority issue resolution.
• Apply established troubleshooting methodologies to diagnose, resolve, and document technical issues.
• Manage Active Directory user and computer accounts.
• Process user account requests and related forms.
• Support BitLocker, McAfee encryption policies, and endpoint security requirements.
• Prepare and provision new computers and mobile devices.
• Support desktop operating system updates and security compliance.
• Configure and support DoD Common Access Cards (CAC).
• Configure Cisco VPN user accounts and endpoint clients.
• Support employee onboarding and offboarding activities.
• Create, update, track, and manage incidents and service requests in ServiceNow.
• Develop and maintain user-facing and internal knowledge base articles.
• Maintain accurate documentation of technical issues and resolutions.
• Identify opportunities to improve support processes and service delivery.
• Maintain inventory of IT equipment and supplies and support IT asset inventory activities.
• Escort IT vendors on-site as required.
• Set up, support, and troubleshoot hybrid meetings using Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting.
• Support conference room and multimedia technologies.
• Troubleshoot projectors, displays, cameras, power distribution units, and conferencing hardware.
• Create and distribute meeting invitations using Google Meet and Webex.
• Troubleshoot audio/visual technologies, including wired and wireless microphones, speakers, amplifiers, digital mixers, Dante audio protocol, and Crestron and AMX control systems.
• Participate in team meetings and knowledge-sharing activities.

Required Qualifications

• U.S. Citizenship and eligibility to obtain and maintain a Public Trust.
• Minimum 1 year of IT support experience.
• Strong customer service and technical support background.
• Experience troubleshooting desktop, network, and basic server-related issues.
• Working knowledge of Active Directory Users and Computers.
• Experience supporting Microsoft Windows and macOS.
• Familiarity with Dell desktop and laptop hardware.
• Experience with Microsoft Office Suite.
• Experience with Adobe Acrobat and Adobe Creative products.
• Familiarity with Google Workspace including Docs, Sheets, Slides, and Google Voice.
• Experience with or familiarity with ServiceNow or a comparable IT service management/ticketing platform.
• Familiarity with Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting.
• Understanding of basic networking concepts and troubleshooting.
• Strong verbal and written communication skills.
• Strong organizational and time-management skills.
• Ability to work effectively in a fast-paced, high-volume support environment.
• Ability to work independently and collaboratively as part of a technical support team.
• Ability to work independently with self-motivation, accountability, and time-management.
• Maintain focus, responsiveness, and productivity with minimal supervision.
• Maintain a professional home-office environment with reliable internet access.
• Report to the Silver Spring, MD location when required by the government.

Preferred Qualifications

• Associate or bachelor’s degree in Information Technology or a related field.
• Previous experience supporting a federal government environment.
• Experience in environments requiring a Public Trust or other government background investigation.
• Experience supporting enterprise audio/visual and conference room technologies.

Technologies

• BeyondTrust Remote Support
• Active Directory, Active Directory Users and Computers
• BitLocker
• McAfee encryption policies
• DoD Common Access Cards (CAC)
• Cisco VPN
• ServiceNow
• Google Meet
• Microsoft Teams
• Cisco Webex
• Zoom
• GoToMeeting
• Google Workspace (Docs, Sheets, Slides, Google Voice)
• Microsoft Office Suite
• Adobe Acrobat
• Adobe Creative
• Dante audio protocol
• Crestron control systems
• AMX control systems
• Microsoft Windows
• macOS
• Dell desktop and laptop hardware
• Hybrid meetings

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources

Additional Information

• Employment is contingent upon successful completion of applicable government background investigation and customer onboarding requirements.
• Candidates cannot begin work until all required government processing has been successfully completed.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.