Tier 3 IT Support Technician

RCG, Inc.; Saint Petersburg (FL); Hybrid; USD 60,000 - 65,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

RCG, Inc. is seeking a Tier 3 IT Support Technician in St. Petersburg, FL to support a federal government customer. The role is full-time, on-site with potential hybrid work after probation, serving ~225 users and 54 mobile devices with a team of Tier 3 and Tier 2 technicians.

You will lead software testing, deployment, MDM, and advanced service desk activities, ensuring security and compliance in a government environment.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Minimum 4 years of hands-on experience with software testing and validation.
• Strong background in Tier 3 or senior-level IT support (enterprise or government preferred).
• Proficiency in software packaging, deployment, and license management.
• Experience with cloud-based enterprise solutions (e.g., Google Workspace).
• In-depth knowledge of Windows OS, system imaging, and endpoint management.
• Experience supporting and managing organizational mobile devices.
• Excellent troubleshooting, documentation, and communication skills.
• Ability to manage multiple priorities while following established procedures.
• Strong verbal and written communication skills in English.
• Ability to work independently and maintain confidentiality and security protocols.

Responsibilities

• Provide advanced IT support and resolve escalated technical issues.
• Troubleshoot complex hardware and software issues; conduct root cause analysis.
• Perform system imaging, endpoint patching, and mobile device troubleshooting.
• Develop and maintain SOPs; lead small-scale technical projects.
• Support Windows workstation environments and act as a technical escalation point.

Skills

Software testing

Tier 3 IT support

Windows OS knowledge

Endpoint management

Troubleshooting

Education

Bachelor's degree in Computer Science, Information Technology, or related field

Tools

Windows OS

Google Workspace

Job description

Location: St. Petersburg, FL - Full-Time, on-site

Hourly Range: $28.85 - $31.25/hour

Who We Are

RCG is a fast-growing federal contracting firm proudly Certified as a Great Place to Work. We are committed to fostering a culture of innovation, inclusion, and excellence. At RCG, we deliver technology and mission support services that help government agencies succeed.

We are currently seeking a Tier 3 IT Support Technician to support our federal government customer in St. Petersburg, FL. A hybrid work schedule may be considered following a successful probationary period and based on performance and operational needs.

Please note: Due to the secure nature of this government agency, all candidates must be able to meet any client-specific background check requirements.

The Opportunity

This full-time, office-first position is ideal for an experienced IT professional with strong technical depth and a proactive, independent work style. Supporting a geographically dispersed user base of approximately 225 customers, the Tier 3 IT Support Technician will handle complex IT functions and advanced troubleshooting tasks that exceed the capacity of lower-tier service desk staff.

You will work alongside two other Tier 3 technicians and three Tier 2 technicians, playing a key role in maintaining a responsive, reliable IT environment that directly supports mission‑critical government operations.

What You'll Do

Lead Software Testing, Approval & Deployment

• Design, develop, and maintain a centralized software repository for internal users and IT staff.
• Package and deploy applications in hybrid local/cloud environments.
• Ensure software compatibility, license compliance, and cross-platform functionality.
• Provide administrative support for cloud‑based tools such as Google Workspace.
• Support users with software installation, operation, and updates.

Mobile Device Management

• Serve as the primary mobile device manager for approximately 54 devices.
• Oversee provisioning, lifecycle management, security, and technical support.
• Ensure compliance with organizational mobile device policies.

Tier 3 Service Desk Support

• Provide advanced IT support and resolve escalated technical issues.
• Troubleshoot complex hardware and software issues; conduct root cause analysis.
• Perform system imaging, endpoint patching, and mobile device troubleshooting.
• Develop and maintain SOPs; lead small‑scale technical projects.
• Support Windows workstation environments and act as a technical escalation point.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Minimum 4 years of hands‑on experience with software testing and validation.
• Strong background in Tier 3 or senior‑level IT support (enterprise or government preferred).
• Proficiency in software packaging, deployment, and license management.
• Experience with cloud‑based enterprise solutions (e.g., Google Workspace).
• In‑depth knowledge of Windows OS, system imaging, and endpoint management.
• Experience supporting and managing organizational mobile devices.
• Excellent troubleshooting, documentation, and communication skills.
• Ability to manage multiple priorities while following established procedures.
• Strong verbal and written communication skills in English.
• Ability to work independently and maintain confidentiality and security protocols.

Preferred

• Experience in a federal or multi‑site IT environment.
• Familiarity with hybrid cloud infrastructure and service management tools.
• Prior experience supporting government agency end users.

Work Environment

• Full‑time, office‑first role based in St. Petersburg, FL.
• Hybrid schedule may be approved after probationary period, pending performance and client approval.
• Occasional local travel may be required.

Physical Demands

• Must be able to lift up to 75 lbs on occasion.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Equal Opportunity Employer

RCG, Inc. is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, national origin, sexual orientation/gender identity, disability, or veteran status. We are committed to fostering a diverse and inclusive workplace.