Help Desk Tier I Specialist — Remote After Training

RCG, Inc.; Silver Spring (MD); Hybrid; USD 51,577,344 - 57,308,160; Full time

Benefits offered by this job

Remote after training

Competitive pay

On-site training

Job summary

RCG, Inc. is seeking a Help Desk Tier I Specialist in Silver Spring, MD for a full-time role transitioning to remote work after training.

Must report onsite during the 8-week onboarding and training period and be US citizens eligible for Public Trust clearance. Responsibilities include managing Active Directory accounts, handling user requests, supporting endpoint security, and providing desk-side or remote user support across multiple conferencing platforms.

Qualifications

• U.S. Citizenship required and able to obtain Public Trust clearance.
• Minimum of 1 year IT support experience.
• Strong customer service and technical support background.
• Ability to troubleshoot desktop, network, and basic server issues.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced, high-volume support environment.
• Must reside within 50 miles of Silver Spring, MD.

Responsibilities

• Manage Active Directory user and computer accounts.
• Process user account requests and forms.
• Support BitLocker, McAfee encryption policies, and endpoint security requirements.
• Install, configure, troubleshoot, and deploy hardware and software.
• Provide desk-side and remote technical 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.
• Provide technical support via phone, email, chat, and remote support tools.
• Utilize BeyondTrust Remote Support software to assist users remotely.
• Troubleshoot PC and Mac hardware, operating systems, peripherals, and software applications.
• Assist users with software installations and peripheral configurations.
• Identify and implement process improvements.
• Utilize troubleshooting methodologies to diagnose, resolve, and document technical issues.
• Support special events, meetings, conferences, and IT asset inventories.
• Create, update, and manage incidents and service requests in ServiceNow.
• Develop and maintain user-facing and internal knowledge base articles.
• Maintain inventory of IT equipment and supplies.
• Escort IT vendors onsite as required.
• Provide COTS application support.
• Assist with desktop operating system updates and security compliance.
• Prepare and provision new computers and mobile devices.
• Configure and support DoD CACs.
• Configure Cisco VPN user accounts and endpoint clients.
• Support onboarding and offboarding activities.
• Create and distribute meeting invitations using Google Meet and Webex.
• Provide VIP-level support and priority issue resolution.
• Participate in team meetings and knowledge-sharing activities.

Skills

Active Directory

Windows

MacOS

HW/SW installation

Remote support

Customer service

Troubleshooting

Education

Associate or bachelor degree in IT

Tools

ServiceNow

Google Meet

Microsoft Teams

Cisco Webex

Zoom

GoToMeeting

Job description

RCG, Inc. is seeking a Help Desk Tier I Specialist in Silver Spring, MD for a full-time role transitioning to remote work after training.

Must report onsite during the 8-week onboarding and training period and be US citizens eligible for Public Trust clearance. Responsibilities include managing Active Directory accounts, handling user requests, supporting endpoint security, and providing desk-side or remote user support across multiple conferencing platforms.