Deskside Support Technician (Tier 2)

RCG, Inc.; Washington (District of Columbia); On-site; USD 50,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Deskside Support Technician (Tier 2) in Washington DC! This full-time role offers the chance to support senior personnel with IT hardware and software issues, ensuring smooth operations in a dynamic environment. You will manage customer support requests, troubleshoot problems, and provide exceptional service. Ideal candidates will have a strong background in IT support, excellent communication skills, and a passion for helping others. If you're ready to take your career to the next level in a supportive and engaging workplace, this opportunity is perfect for you!

Qualifications

• 3+ years of experience in IT support with strong troubleshooting skills.
• Knowledge of desktop computing, networking, and customer service.

Responsibilities

• Manage customer support requests and provide IT hardware/software support.
• Log issues and escalate to Tier 3 support when necessary.

Skills

Networking

Windows 10

Troubleshooting

Customer Service

Interpersonal Skills

Incident Management Systems

Organizational Skills

Printer Troubleshooting

Verbal Communication

Written Communication

Education

High School Diploma

Relevant IT Certifications (e.g., A+, Security+)

Tools

Remedy

ServiceNow

Citrix

McAfee

MS Office Suite

Office 365

Job description

RCG is a growing federal contracting company and certified as a Great Place to Work. We are looking for two strongly qualified people to help support our clients. We are currently seeking a Deskside Support Technician (Tier 2) for a full-time position in Washington DC near Farragut West metro station.

Please note: Due to security requirements, all successful candidates must be a U.S. Citizen or Lawful Permanent Resident and must be able to obtain a public trust clearance. This position is not eligible for telework!

The successful candidates will receive a contingent offer based on the outcome of a government background check. This will take several weeks, and the candidate cannot begin actual employment until the background check is successfully completed.

Duties and Responsibilities:

• Manage customer support requests via email and incident management system, escalating as appropriate and following up to resolution
• Provide customer service and support to senior level personnel in diagnostic testing and operation of IT hardware or software, primarily performed through response to support requests through the incident management system
• Provide resolution to commonly known issues
• Log calls and issues into the incident management system, and escalate to Tier 3 support when necessary
• Assist customers remotely with hardware and software support
• May require flexible weekend and/or evening shift work as needed

Required Qualifications:

• Minimum of three (3) years of related experience
• Knowledge of networking, Windows 10, desktop and laptop computing equipment and peripherals
• Familiarity with Remedy, ServiceNow, or similar ticket/incident management systems
• Excellent troubleshooting and problem-solving skills
• Strong customer service and interpersonal skills
• Ability to work well in a team environment
• Excellent organizational, efficient, and versatile administrative skills
• Knowledge of network and local printer troubleshooting and configuration
• Familiarity with Citrix, McAfee, MS Office Suite, and internet browsers
• Excellent verbal and written communication skills in English
• Ability to lift 40 pounds

Desired Personal Skills/Experience:

• At least two (2) years of related experience working on civilian federal government agency contracts
• Familiarity with HP and Dell hardware
• Experience with McAfee full disk encryption or similar products
• Experience with process improvement, process analysis, or project management
• Familiarity with Office 365
• ITIL Foundations (v3), Security+, A+, or other relevant certifications
• Current, active Secret clearance

Physical Demands

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

RCG, Inc. does not discriminate against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on race, color, religion, sex, sexual orientation/gender identity, or national origin.