Help Desk Specialist II (Tier II)

Location: Silver Spring, MD (Hybrid schedule after 8 weeks of on-site training, adjacent to the Silver Spring Red Line Metro Station). U.S. Citizenship or Lawful Permanent Resident required; Public Trust clearance eligible.

About the Role

RCG, Inc. is seeking a Help Desk Specialist II (Tier II) to support an ongoing federal contract in Silver Spring, Maryland. This full-time position provides advanced desktop and end-user support in a fast-paced federal environment. The successful candidate will support enterprise hardware, software, Active Directory, conference room technologies, mobile devices, and VIP users while delivering exceptional customer service and technical expertise.

Responsibilities

• Manage Active Directory user and computer accounts.
• Process user account requests and administrative forms.
• Administer BitLocker and McAfee encryption policies.
• Install, configure, deploy, and troubleshoot desktop hardware and software.
• Provide desk-side, remote, phone, chat, and email support to end users.
• Support conference room and multimedia technologies.
• Set up, support, and troubleshoot hybrid meetings using Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting.
• Maintain conference room equipment including projectors, displays, cameras, power distribution units, and conferencing hardware.
• Utilize BeyondTrust Remote Support to assist end users remotely.
• Troubleshoot Windows, macOS, PCs, Macs, peripherals, and mobile devices.
• Guide users through software installations and peripheral configuration.
• Support desktop operating system security updates.
• Configure Cisco VPN user accounts and endpoint clients.
• Configure DoD Common Access Cards (CAC).
• Provision new computers, mobile devices, and user accounts.
• Create and manage Active Directory, Exchange/LDAP, distribution lists, and service accounts.
• Support onboarding and offboarding activities.
• Create Google Meet and Cisco Webex meetings and distribute invitations.
• Maintain inventory of IT equipment and supplies.
• Escort IT vendors onsite.
• Log, track, and resolve incidents and service requests using ServiceNow.
• Create and maintain knowledge base articles and standard operating procedures.
• Provide Commercial Off-the-Shelf (COTS) application support.
• Support special events, conferences, meetings, and IT asset inventories.
• Deliver VIP-level support and priority break/fix services.
• Identify, recommend, and implement process improvements.
• Participate in team meetings and continuous process improvement initiatives.

Requirements

• U.S. Citizen or Lawful Permanent Resident.
• Ability to obtain and maintain a Public Trust clearance.
• Current DoD 8570-compliant certification required.
• Minimum two (2) years of IT support experience.
• Strong IT customer service experience supporting enterprise users.
• Experience troubleshooting complex desktop hardware and software issues, basic networking and routing issues, and general server support.
• Experience with Microsoft Active Directory Users and Computers, Windows and macOS operating systems, Dell PC hardware, Microsoft Office Suite, Adobe Acrobat and Adobe Creative products, Google Workspace (Google Voice, Docs, Sheets, Slides), Google Meet, Microsoft Teams, Cisco Webex, Zoom, GoToMeeting, BeyondTrust Remote Support, and ServiceNow or a comparable IT service management platform.
• Experience supporting audio/visual wired and wireless systems, microphones, speakers, digital amplifiers, digital mixers, Dante audio protocol, Crestron and AMX AV control systems.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent written and verbal communication skills.
• Excellent organizational and time-management skills.
• Ability to build strong professional relationships with customers and teammates.
• Ability to work effectively in a fast-paced, high-volume support environment.

Preferred Qualifications

• Associate's or Bachelor's degree in Information Technology or a related field.
• Experience supporting federal government customers.
• Experience with VIP executive support.
• Experience creating technical documentation and knowledge base articles.
• Experience supporting enterprise conferencing technologies.
• CompTIA A+, Network+, Security+, Microsoft, Google Workspace, or other relevant technical certifications.

Work Environment

• Full-time position.
• Hybrid schedule after 8 weeks of on-site training in Silver Spring, MD.
• Conveniently located adjacent to the Silver Spring Red Line Metro Station.
• Collaborative federal government environment supporting mission-critical operations.
• Occasional support for after-hours meetings, conferences, or special events may be required.

Pay

Competitive hourly rate of $22.50 - $24.04 per hour.

Benefits

• Comprehensive benefits package including medical, dental, vision.
• Paid time off and paid holidays.
• 401(k) with company match.
• Opportunities for professional growth and career advancement.
• Work for a company proudly Certified™ as a Great Place to Work®.
• Support meaningful federal government missions.
• Work with modern enterprise technologies including Microsoft 365, Google Workspace, Cisco Webex, ServiceNow, and BeyondTrust.
• Join a collaborative, customer-focused IT team.