Remote Help Desk Tier I Specialist — IT Support

Reston Consulting Group; Silver Spring (MD); Hybrid; USD 24,796 - 27,552; Full time

Job summary

Reston Consulting Group Inc is seeking a Help Desk Tier I Specialist to support a federal contract in Silver Spring, MD. The role transitions to remote work after initial onboarding with onsite requirements as needed. Candidates must be U.S. citizens eligible for Public Trust clearance.

The position offers an hourly rate of $18.00–$20.00, with a typical 7:30 AM–8:00 PM shift and on-site training. Remote work is possible after training, within 50 miles of Silver Spring, MD.

Qualifications

• Eligibility to obtain and maintain a Public Trust clearance.
• Minimum of 1 year of IT support experience.
• Strong customer service and technical support background.
• Ability to troubleshoot desktop, network, and basic server-related issues.
• Excellent verbal and written communication skills.
• Strong organizational and time-management skills.
• Ability to thrive in a fast-paced, high-volume support environment.
• Ability to work effectively both independently and as part of a team.

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.
• Provide Commercial Off-The-Shelf (COTS) application support.
• Assist with desktop operating system updates and security compliance.
• Prepare and provision new computers and mobile devices.
• Configure and support DoD Common Access Cards (CAC).
• 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

Customer service

Verbal written communication

Time management

Teamwork

Education

Associate or Bachelor’s degree in Information Technology or related field

Tools

Active Directory

Windows OS

Dell hardware

Google Workspace

ServiceNow

VPN

Cisco Webex

GoToMeeting

Job description

Reston Consulting Group Inc is seeking a Help Desk Tier I Specialist to support a federal contract in Silver Spring, MD. The role transitions to remote work after initial onboarding with onsite requirements as needed. Candidates must be U.S. citizens eligible for Public Trust clearance.

The position offers an hourly rate of $18.00–$20.00, with a typical 7:30 AM–8:00 PM shift and on-site training. Remote work is possible after training, within 50 miles of Silver Spring, MD.