Tier 1 Service Desk Technician Full-time, On-Site

RCG, Inc.; Washington (District of Columbia); On-site; USD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a Tier 1 Service Desk Technician to join their growing team in Washington, DC. This full-time, on-site role offers a unique opportunity to enhance your technical skills while providing exceptional customer service in a dynamic environment. As a key member of the team, you will support clients by resolving IT issues, managing service requests, and ensuring high-quality service delivery. With a focus on teamwork and professionalism, you'll thrive in a supportive atmosphere that values your contributions. If you're ready to take your career to the next level, this position is perfect for you.

Qualifications

• 1+ year of related experience in a technical support role.
• Ability to attain and maintain a federal Public Trust security clearance.

Responsibilities

• Provide customer service support for IT issues and requests.
• Log calls into the incident management system and escalate as needed.

Skills

Customer Service

Interpersonal Skills

Networking Knowledge

Windows 10

Detail Oriented

Communication Skills

Education

High School Diploma

Associate Degree

Tools

ServiceNow

Jira

Remedy

Zendesk

Job description

**Please note this is a full-time on-site role, do not apply if you are not interested in on-site work**

Are you someone looking for a new opportunity that will help you grow and build on your current technical skills? Do you provide and practice great customer service? Do you have general technical training and know how? If you said yes to these questions, then RCG, Inc. is the right place for you!

RCG is a growing federal contracting company and certified as a Great Place to Work. We are looking for strongly qualified people to help support our clients. We are currently seeking a Tier 1 Service Desk Technician for a full-time, on-site position as part of an ongoing contract in Washington DC near Farragut West metro station.

Please note: Due to the secure nature of this government agency, all candidates must be U.S. citizens and be eligible for a Public Trust clearance.

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

Duties and Responsibilities:

• Must reside within 50 miles of Washington, DC as this is an on-site role.


• Must attend three-week on-site training at the beginning of employment.


• Service Desk technicians provide customer service support during their designated shift, by responding to IT issues, requests for service, and inquiries pertaining to IT equipment and peripherals

• Manage service requests, escalating as appropriate with follow up to resolution


• Provide FCR (first call resolution) to commonly known issues, such as "My computer won't go to the internet!"


• Log calls and issues into the incident management ticketing system (we use ServiceNow), and escalate calls and issues to Tier 2 support when necessary


• Provide Account Management support modifying profiles, setting up accounts, creation and modifications of distribution lists, security groups and email contacts


• Assists in providing Documentation support creating and updating technical and standard operating procedures

Required Qualifications:

• Ability to attain and maintain a federal Public Trust security clearance


• Strong customer service and interpersonal skills as demonstrated by a work history reflecting ability to work well in a team environment; pleasant, professional, and courteous


• Experience working in a dynamic environment and producing quality work with demanding timelines


• Experience with ticketing systems (such as Remedy, Jira, Freshworks, Zendesk, SalesForce, and/or ServiceNow)


• Knowledge of networking, Windows 10


• Must be detail oriented, particularly when multitasking


• Knowledge of network printer troubleshooting


• Ability to develop alternative solutions to solve Tier 1 technical problems


• Excellent verbal and written communication skills in the English language


• Excellent administrative skills: organized, efficient, and versatile


• Experience modifying access to shared drives; working with Remote Access and mobile devices


• High school diploma or equivalent with a minimum of one (1) year of related experience.

Desired Qualifications:

• HDI Customer Service Representative Certification (HDI-CSR)


• Experience with the ServiceNow Workflow product


• ITIL Foundations 2011 (v4), Security+, A+ certifications and/or other relevant certifications


• 2+ years related experience working on civilian federal government agency contract(s)


• Associate degree or two (2) years college in related field or equivalent


• Current, active Secret clearance highly desirable.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is frequently required to speak, listen, and hear; must be able to see with near acuity to physically examine/test hardware.

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 their race, color, religion, sex, sexual orientation/gender identity, or national origin.