Deskside Support Technician (Tier 2)

Reston Consulting Group, Inc.; Washington (District of Columbia); On-site; USD 50,000 - 75,000; Full time

Job summary

An established industry player is seeking a Deskside Support Technician to join their dynamic team in Washington, DC. This full-time role involves providing top-notch IT support to clients, ensuring seamless operation of hardware and software. Ideal candidates will have a strong background in troubleshooting and customer service, along with a solid understanding of networking and common IT peripherals. With a commitment to diversity and inclusion, this company offers a supportive environment where your contributions will make a significant impact. If you're ready to take your IT career to the next level, this opportunity is perfect for you.

Qualifications

• 3+ years of experience in IT support roles, especially with federal contracts.
• Strong knowledge of networking and troubleshooting desktop/laptop peripherals.

Responsibilities

• Respond to IT issues and requests via email and incident management system.
• Provide support for IT hardware/software and log calls into the system.

Skills

Troubleshooting Skills

Customer Service Skills

Networking Knowledge

Windows 10

ServiceNow

Citrix

MS Office Suite

Administrative Skills

Tools

Remedy

ServiceNow

HP Hardware

Dell Hardware

McAfee

Office 365

Job description

Join to apply for the Deskside Support Technician (Tier 2) role at Reston Consulting Group, Inc.

RCG is a growing federal contracting company and certified as a Great Place to Work. We are seeking two qualified individuals to support our clients. The position is full-time, located in Washington DC near Farragut West metro station.

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

The successful candidates will receive a contingent offer based on a government background check, which may take several weeks to complete. Employment can only commence after successful completion of the background check.

Duties and Responsibilities

1. Respond to IT issues, requests for service, and inquiries related to IT equipment and peripherals via email and incident management system.
2. Provide support to senior personnel in diagnosing and operating IT hardware/software through support requests.
3. Resolve common issues and escalate complex cases to Tier 3 support.
4. Log calls and issues into the incident management system.
5. Assist customers remotely with hardware and software support.
6. May require flexible weekend and/or evening shifts.

Required Qualifications

1. At least three (3) years of related experience.
2. Knowledge of networking, Windows 10, and desktop/laptop peripherals.
3. Experience with Remedy, ServiceNow, or similar ticket systems.
4. Excellent troubleshooting and customer service skills.
5. Ability to work well in a team and possess strong administrative skills.
6. Knowledge of network and printer troubleshooting.
7. Familiarity with Citrix, McAfee, MS Office Suite, and internet browsers.
8. Excellent communication skills in English.
9. Ability to lift 40 pounds.

Desired Skills and Experience

1. Two (2) years of experience working with civilian federal government contracts.
2. Familiarity with HP and Dell hardware, McAfee full disk encryption, Office 365, and relevant certifications like ITIL, Security+, A+.
3. Current active Secret clearance.

Physical Demands

Reasonable accommodations may be provided for individuals with disabilities.

RCG is an equal opportunity employer, committed to diversity and inclusion.