Help Desk Tier I Specialist

About the role

RCG, Inc. 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.

Responsibilities

• 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.
• Aid users with software installations and peripheral configurations.
• Support 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.
• 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.
• Absorb 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.
• Support IT asset inventories and related 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.
• 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.

Requirements

• 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 independently and collaboratively as part of a technical support team.
• Remote Work Requirements: Following successful completion of the required on-site training period, the position is expected to transition to remote work. Candidates must be able to: Work independently with strong self-motivation, accountability, and time-management skills. Remain focused, responsive, and productive 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 working in environments requiring a Public Trust or other government background investigation.
• Experience supporting enterprise audio/visual and conference room technologies.