Help Desk Tier II
RCG
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Benefits offered by this job
Job summary
RCG, Inc. in La Jolla, CA is seeking a Help Desk Specialist – Tier II to provide on-site and remote support for a federal contract. You will troubleshoot complex PC/Mac issues, manage Active Directory accounts, and support end users across multiple locations.
This hands-on role requires strong customer service, knowledge of conferencing systems, endpoint security, and familiarity with Zendesk/Jira ITSM. Candidates must be U.S. citizens or eligible for a Public Trust.
Qualifications
- Minimum of 2 years of IT technical support.
- Strong customer service experience in a technical environment.
- Ability to diagnose desktop, network, and routing issues.
- Experience with Windows and macOS.
- Experience with Active Directory users and computers.
- Knowledge of DoD 8570 framework and CAC/PIV concepts.
- Familiarity with Zendesk and Jira ITSM platforms.
Responsibilities
- Provide Tier II support via phone, email, chat, and desk-side assistance.
- Diagnose and resolve complex PC/Mac hardware and software issues.
- Manage AD accounts and email provisioning; join devices to AD.
- Maintain endpoint security, CAC, VPN, and BitLocker configurations.
- Support conference room and multimedia systems across locations.
- Document issues and resolutions; create user self-help guides.
Skills
Education
Tools
Job description
Location: La Jolla, CA
Employment Type: Full-Time
Work Arrangement: On-Site, with Remote Support for Additional Locations
Hourly Rate: $30.00–$33.65 per hour
Citizenship & Clearance Requirement: U.S. Citizen or Lawful Permanent Resident; must hold or be eligible to obtain and maintain a Public Trust.
Certification Requirement: DoD 8570-compliant certification required.
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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 Specialist – Tier II to support an ongoing federal government contract in La Jolla, California.
This is a hands‑on technical support position responsible for providing advanced desktop support, troubleshooting complex technical issues, managing user accounts, supporting endpoint security, and maintaining conference room and multimedia technologies.
The selected candidate will provide on-site technical support for staff in La Jolla, along with remote support for personnel at science laboratories in Santa Cruz and Monterey, California, as well as employees working in the field or traveling.
The ideal candidate will have strong troubleshooting skills, excellent customer service experience, and the ability to resolve complex technical issues in a fast-paced environment.
- Provide Tier II technical support to end users through phone, email, chat, text, desk-side assistance, and remote support tools.
- Diagnose and resolve complex PC and Mac hardware, operating system, software, peripheral, and network‑related issues.
- Troubleshoot network connectivity and routing issues and provide general server support.
- Install, configure, troubleshoot, maintain, and deploy computer hardware and software.
- Utilize BeyondTrust Remote Support to troubleshoot and resolve issues for remote users.
- Guide users through software installations, application configurations, and peripheral setup.
- Provide Commercial Off-The-Shelf (COTS) application support.
- Troubleshoot, test solutions, verify resolutions, and conduct follow‑up support.
- Identify and implement process improvements to enhance service delivery.
- Manage Active Directory user and computer accounts.
- Create and maintain email accounts and process user account requests.
- Join computers to Active Directory.
- Configure and manage Microsoft BitLocker encryption.
- Prepare, configure, and provision new computers and iOS devices.
- Configure and troubleshoot DoD Common Access Cards (CAC).
- Configure Cisco VPN accounts and endpoint clients.Assist with desktop operating system security updates and vulnerability remediation.
- Support employee onboarding and offboarding activities.
- Create, update, track, and resolve incidents and service requests using Zendesk and Jira IT Service Management.
- Maintain accurate documentation of technical issues, troubleshooting procedures, and resolutions.
- Develop and maintain user‑facing self‑help guides and internal technical documentation.
- Maintain IT equipment inventory and equipment stock.
- Support IT asset management and inventory activities.
- Escort IT vendors on-site as required.
- Participate in team meetings and knowledge‑sharing activities.
- Install, configure, maintain, and troubleshoot conference room and multimedia equipment.
- Set up and support hybrid meetings using Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting.
- Troubleshoot projectors, televisions, video cameras, power distribution units, and specialized conferencing equipment.
- Support audio/visual technologies, including wired and wireless microphones, speakers, amplifiers, digital mixers, and Dante audio protocol.
- Support Crestron and AMX audio/visual control systems.
- Create and distribute meeting invitations using Google Meet and Cisco Webex.
- Provide technical support for on‑site meetings, conferences, and special events.
- Support off‑site meetings, conferences, and events as needed.
- Minimum of 2 years of experience providing IT technical support.
- Strong customer service experience in a technical support environment.
- Demonstrated ability to diagnose and resolve complex desktop, network, and routing issues.
- Experience providing general server support.
- Experience supporting Windows and macOS operating systems.
- Hands‑on experience with Microsoft Active Directory Users and Computers.
- Experience installing, configuring, troubleshooting, and supporting Dell desktop and laptop hardware.
- Working knowledge of Microsoft Office Suite, Adobe Acrobat, and Adobe Creative products.
- Experience with Google Workspace, including Google Voice, Docs, Sheets, and Slides.
- Familiarity with Google Meet, Microsoft Teams, Cisco Webex, Zoom, and other collaboration platforms.
- Understanding of computer networking concepts and troubleshooting.
- Experience supporting audio/visual equipment and conference room technologies.
- Strong analytical, troubleshooting, and problem‑solving skills.
- Excellent written and verbal communication skills.
- Strong organizational and time‑management skills.
- Ability to work effectively in a fast‑paced, high‑volume technical support environment.
- Ability to collaborate with multidisciplinary teams and maintain professional working relationships.
- Associate or bachelor’s degree in Information Technology or a related technical field, or equivalent education and training.
- Experience supporting federal government or scientific research environments.
- Experience with Zendesk, Jira IT Service Management, or comparable service management platforms.
- Experience with enterprise audio/visual systems, including Dante, Crestron, and AMX technologies.
This is a full‑time, on‑site position in La Jolla, California, supporting a federal government environment.
The selected candidate will provide direct technical support to employees at the La Jolla facility and remote assistance to personnel at additional laboratory locations in Santa Cruz and Monterey, California, as well as employees working in the field or traveling.
The position may require occasional support for off‑site meetings, conferences, special events, and other technical activities.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
Employment is contingent upon successful completion of all applicable government background investigation and customer onboarding requirements. Candidates cannot begin work until all required government processing has been successfully completed.
- Support meaningful federal government missions.
- Work with a diverse range of enterprise technologies and technical support tools.
- Collaborate with experienced IT professionals and multidisciplinary teams.
- Gain hands‑on experience supporting scientific research facilities and geographically distributed users.
- Opportunities for continued technical and professional development.
- Be part of a collaborative workplace that values innovation, teamwork, and professional growth.
RCG, Inc. is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable law.
- 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
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