Help Desk Tier I Specialist
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Use - for any list of duties/requirements/benefits, and
for prose. Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. Output ONLY the HTML fragment — no /, no markdown code fences.
We need to decide which sections to include based on content.
We have:
- Location, Employment Type, Work Arrangement, Training Requirement, Operating Hours, Hourly Rate, Citizenship & Clearance Requirement.
- "Who We Are" description.
- "The Opportunity" description.
- "What You'll Do" (Responsibilities) with bullet points.
- "Requirements" (What We're Looking For) with bullet points.
- "Remote Work Requirements" bullet points.
- "Preferred Qualifications" bullet points.
- "Work Environment" prose.
- "Please Note" (maybe not needed? It's about employment contingent on background check; could be considered minor metadata? Might be considered boilerplate? It's not EEO but it's a note about contingency. Might be considered minor metadata; we could fold into a short
maybe under a generic "Notes"? But instruction: do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. This note is not exactly minor metadata but could be considered a note. However we might keep it as a paragraph under maybe "Additional Information"? But we should avoid creating sections with filler. Could include a
after sections.
- "Why Join RCG?" (benefits/culture) maybe could be part of "About the company" or "Benefits"? Actually there is a separate "Benefits" list later.
- "Equal Opportunity Employer" boilerplate to remove.
- Benefits list: 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.
Thus we have Pay (Hourly Rate) and Schedule (Operating Hours, assigned 8-hour shift). So we should include Pay and Schedule sections because they are stated.
We also have Benefits section.
We need to decide headings: About the role? Could combine "Who We Are" and "The Opportunity" into an "About the role" or "About the company". The instruction says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can use those exact headings if we have content.
We have content for:
- About the role: could be "Who We Are" + "The Opportunity". We'll combine into a paragraph.
- Responsibilities: "What You'll Do" bullet list.
- Requirements: "What We're Looking For" bullet list.
- Qualifications: maybe "Preferred Qualifications" could be under Qualifications? Or we could have a separate Qualifications section. The instruction list includes Qualifications as a possible heading. We have both Requirements and Preferred Qualifications. Could treat Requirements as "Requirements" and Preferred Qualifications as "Qualifications". Or we could combine both under Requirements? Better to follow instruction: Use headings as appropriate. We'll have:
About the role
(paragraph)
Responsibilities
(ul)
Requirements
(ul) for mandatory requirements.
Qualifications
(ul) for preferred qualifications.
Benefits
(ul) for benefits list.
Pay
(p) for hourly rate.
Schedule
(p) for operating hours and shift.
We also have location, work arrangement, training requirement, citizenship requirement. These could be folded into a short
under About the role or maybe a separate section like "Job Details". But instruction says only include sections when posting has real, specific content for it. We could include a
after About the role that includes location, employment type, work arrangement, training requirement, citizenship & clearance. Or we could incorporate them into About the role paragraph.
We must not repeat job title as heading. Not needed.
We must not include EEO boilerplate. Remove Equal Opportunity Employer.
We must not include application instructions (none present). Remove "Please Note" maybe? It's about contingency; could be considered minor metadata; we could fold into a short
under About the role or after sections. But we could also drop it if considered boilerplate? It's not exactly boilerplate but it's a note about contingency. Might be safe to include as a short
after sections, maybe under a heading "Additional Information"? But we shouldn't create a heading with filler. Better to just include a
after the sections without a heading, but instruction says output only HTML fragment; we can have multiple
and
etc. It didn't say we need headings for every block; we can have paragraphs without heading. However they said use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid having
without heading. So we can have a leading
for job details.
Thus structure:
Location: Silver Spring, MD | Employment Type: Full-Time | Work Arrangement: Remote After Training - Must Reside Within 50 Miles of Silver Spring, MD | Training Requirement: 8 Weeks On-Site in Silver Spring, MD | Operating Hours: Monday-Friday, 7:30 AM-8:00 PM; assigned 8-hour shift within operating hours | Hourly Rate: $18.00-$22.00 per hour | Citizenship & Clearance Requirement: U.S. Citizenship required; must be eligible to obtain and maintain a Public Trust.
Then About the role
RCG, Inc. is a growing federal contracting company delivering technology, cybersecurity, and professional solutions that support critical government missions. We are proudly Certified™ as a Great Place to Work® for four consecutive years, reflecting our commitment to creating an environment where employees can grow, contribute, and build rewarding careers. RCG is seeking a Help Desk Tier I Specialist to support an ongoing federal government contract in Silver Spring, MD. This is a full-time technical support position providing Tier I assistance to end users across a diverse technology environment. The role includes desktop and remote support, account administration, hardware and software troubleshooting, conference room and multimedia support, endpoint provisioning, and incident management. The position requires eight weeks of on-site training in Silver Spring, MD before transitioning to a remote work arrangement. Candidates must reside within 50 miles of Silver Spring, MD and remain available to report on-site when required by the government.
Then Responsibilities Responsibilities
with each bullet from "What You'll Do". Need to capture all bullet points.
Let's extract bullet points from "What You'll Do":
- Help Desk & End-User Support Provide technical support to end users via 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.
- Utilize 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.
- Provide VIP-level technical support and priority issue resolution.
- Apply established troubleshooting methodologies to diagnose, resolve, and document technical issues.
- Account, Endpoint & Security Support 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.
- Assist with 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.
- Service Management & Documentation 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.
- Support IT asset inventories and related activities.
- Escort IT vendors on-site as required.
- Conference Room & Multimedia Support Set up, support, and troubleshoot hybrid meetings using Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting.
- Support conference room and multimedia technologies.
- Maintain and troubleshoot projectors, displays, cameras, power distribution units, and conferencing hardware.
- Create and distribute meeting invitations using Google Meet and Webex.
- Support special events, meetings, and conferences.
- 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.
We need to split into separate - items. Some lines have multiple sentences; we can keep as one
- each.
Now Requirements
Requirements
from "What We're Looking For":
- U.S. Citizenship and eligibility to obtain and maintain a Public Trust.
- Minimum of 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 operating systems.
- 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.
Note: Citizenship requirement already mentioned earlier; but we can keep it here as part of requirements (though duplicate). The instruction says preserve ALL substantive information; do not invent or summarize away detail. So we should keep it even if duplicate. It's okay.
Now Qualifications Qualifications
from "Preferred Qualifications":
- Associate or bachelor's degree in Information Technology or a related field.
- Previous experience supporting a federal government environment.
- Experience working in environments requiring a Public Trust or other government background investigation
for prose. Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. Output ONLY the HTML fragment — no /, no markdown code fences. We need to decide which sections to include based on content. We have: - Location, Employment Type, Work Arrangement, Training Requirement, Operating Hours, Hourly Rate, Citizenship & Clearance Requirement. - "Who We Are" description. - "The Opportunity" description. - "What You'll Do" (Responsibilities) with bullet points. - "Requirements" (What We're Looking For) with bullet points. - "Remote Work Requirements" bullet points. - "Preferred Qualifications" bullet points. - "Work Environment" prose. - "Please Note" (maybe not needed? It's about employment contingent on background check; could be considered minor metadata? Might be considered boilerplate? It's not EEO but it's a note about contingency. Might be considered minor metadata; we could fold into a short
maybe under a generic "Notes"? But instruction: do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. This note is not exactly minor metadata but could be considered a note. However we might keep it as a paragraph under maybe "Additional Information"? But we should avoid creating sections with filler. Could include a
after sections. - "Why Join RCG?" (benefits/culture) maybe could be part of "About the company" or "Benefits"? Actually there is a separate "Benefits" list later. - "Equal Opportunity Employer" boilerplate to remove. - Benefits list: 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. Thus we have Pay (Hourly Rate) and Schedule (Operating Hours, assigned 8-hour shift). So we should include Pay and Schedule sections because they are stated. We also have Benefits section. We need to decide headings: About the role? Could combine "Who We Are" and "The Opportunity" into an "About the role" or "About the company". The instruction says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can use those exact headings if we have content.
We have content for:
- About the role: could be "Who We Are" + "The Opportunity". We'll combine into a paragraph.
- Responsibilities: "What You'll Do" bullet list.
- Requirements: "What We're Looking For" bullet list.
- Qualifications: maybe "Preferred Qualifications" could be under Qualifications? Or we could have a separate Qualifications section. The instruction list includes Qualifications as a possible heading. We have both Requirements and Preferred Qualifications. Could treat Requirements as "Requirements" and Preferred Qualifications as "Qualifications". Or we could combine both under Requirements? Better to follow instruction: Use headings as appropriate. We'll have:
About the role
(paragraph)
Responsibilities
(ul)
Requirements
(ul) for mandatory requirements.
Qualifications
(ul) for preferred qualifications.
Benefits
(ul) for benefits list.
Pay
(p) for hourly rate.
Schedule
(p) for operating hours and shift.
We also have location, work arrangement, training requirement, citizenship requirement. These could be folded into a short
under About the role or maybe a separate section like "Job Details". But instruction says only include sections when posting has real, specific content for it. We could include a
after About the role that includes location, employment type, work arrangement, training requirement, citizenship & clearance. Or we could incorporate them into About the role paragraph. We must not repeat job title as heading. Not needed. We must not include EEO boilerplate. Remove Equal Opportunity Employer. We must not include application instructions (none present). Remove "Please Note" maybe? It's about contingency; could be considered minor metadata; we could fold into a short
under About the role or after sections. But we could also drop it if considered boilerplate? It's not exactly boilerplate but it's a note about contingency. Might be safe to include as a short
after sections, maybe under a heading "Additional Information"? But we shouldn't create a heading with filler. Better to just include a
after the sections without a heading, but instruction says output only HTML fragment; we can have multiple
and
- etc. It didn't say we need headings for every block; we can have paragraphs without heading. However they said use
- items. Some lines have multiple sentences; we can keep as one
- each.
Now Requirements
Requirements
- from "What We're Looking For":
- U.S. Citizenship and eligibility to obtain and maintain a Public Trust.
- Minimum of 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 operating systems.
- 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.
Note: Citizenship requirement already mentioned earlier; but we can keep it here as part of requirements (though duplicate). The instruction says preserve ALL substantive information; do not invent or summarize away detail. So we should keep it even if duplicate. It's okay.
Now Qualifications
Qualifications
- from "Preferred Qualifications":
- Associate or bachelor's degree in Information Technology or a related field.
- Previous experience supporting a federal government environment.
- Experience working in environments requiring a Public Trust or other government background investigation
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid having
without heading. So we can have a leading
for job details. Thus structure:
Location: Silver Spring, MD | Employment Type: Full-Time | Work Arrangement: Remote After Training - Must Reside Within 50 Miles of Silver Spring, MD | Training Requirement: 8 Weeks On-Site in Silver Spring, MD | Operating Hours: Monday-Friday, 7:30 AM-8:00 PM; assigned 8-hour shift within operating hours | Hourly Rate: $18.00-$22.00 per hour | Citizenship & Clearance Requirement: U.S. Citizenship required; must be eligible to obtain and maintain a Public Trust.
ThenAbout the role
RCG, Inc. is a growing federal contracting company delivering technology, cybersecurity, and professional solutions that support critical government missions. We are proudly Certified™ as a Great Place to Work® for four consecutive years, reflecting our commitment to creating an environment where employees can grow, contribute, and build rewarding careers. RCG is seeking a Help Desk Tier I Specialist to support an ongoing federal government contract in Silver Spring, MD. This is a full-time technical support position providing Tier I assistance to end users across a diverse technology environment. The role includes desktop and remote support, account administration, hardware and software troubleshooting, conference room and multimedia support, endpoint provisioning, and incident management. The position requires eight weeks of on-site training in Silver Spring, MD before transitioning to a remote work arrangement. Candidates must reside within 50 miles of Silver Spring, MD and remain available to report on-site when required by the government.
Then ResponsibilitiesResponsibilities
- with each bullet from "What You'll Do". Need to capture all bullet points.
Let's extract bullet points from "What You'll Do":
- Help Desk & End-User Support Provide technical support to end users via 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.
- Utilize 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.
- Provide VIP-level technical support and priority issue resolution.
- Apply established troubleshooting methodologies to diagnose, resolve, and document technical issues.
- Account, Endpoint & Security Support 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.
- Assist with 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.
- Service Management & Documentation 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.
- Support IT asset inventories and related activities.
- Escort IT vendors on-site as required.
- Conference Room & Multimedia Support Set up, support, and troubleshoot hybrid meetings using Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting.
- Support conference room and multimedia technologies.
- Maintain and troubleshoot projectors, displays, cameras, power distribution units, and conferencing hardware.
- Create and distribute meeting invitations using Google Meet and Webex.
- Support special events, meetings, and conferences.
- 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.
We need to split into separate