Tier I Helpdesk Analyst - LOCAL REMOTE ONLY

Reston Consulting Group; Suitland (MD); Remote; USD 40,000 - 60,000; Full time

Job summary

A federal contracting company is seeking a Tier I Helpdesk Analyst to provide technical support for hardware and software issues. The role involves interacting with users, documenting issues, and ensuring timely resolutions. Ideal candidates will have 2+ years of support experience and excellent communication skills. Join our team in Suitland, MD, to make a direct impact on government operations.

Benefits

Competitive pay and benefits

Opportunities for career growth

Supportive and inclusive culture

Qualifications

• 2+ years of technical support experience providing phone and in-person assistance.
• Excellent written and verbal communication skills for explaining technical issues.

Responsibilities

• Provide front-line technical support via various channels.
• Troubleshoot hardware/software issues for PCs and peripherals.
• Document user issues and resolutions in the ticketing system.

Skills

Technical support experience

Strong problem-solving skills

Excellent communication skills

Education

High School Diploma

Associate's degree in IT

Tools

Ticketing systems

Job description

Career Opportunities with Reston Consulting Group Inc

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At RCG, we’re more than just a federal contracting company — we’re a team of innovators, problem-solvers, and collaborators. Proudly Certified as a Great Place to Work, we are committed to building a culture where people can grow, contribute, and thrive while delivering exceptional IT services to government clients.

The Opportunity

We’re seeking a Tier I Helpdesk Analyst to join our support team on a federal government contract in Suitland, MD. This role is ideal for IT professionals who enjoy solving problems, helping users, and keeping technology running smoothly. As the first line of defense, you’ll be the go-to resource for troubleshooting and resolving user issues across hardware, software, and network systems — making a real difference every day.

What You’ll Do

• Provide front-line technical support via phone, email, web, and in-person interactions.
• Assist users with issues related to email, directories, operating systems, and desktop applications (Windows and Mac).
• Troubleshoot and resolve hardware/software issues for PCs, printers, and peripherals.
• Document and track user issues, resolutions, and follow-ups in the ticketing system.
• Escalate complex issues to higher-level support as needed, ensuring timely resolution.
• Deliver excellent customer service by clearly communicating with users and managing expectations.
• Contribute to helpdesk documentation, including user guides and troubleshooting procedures.
• Participate in team meetings and share input to improve helpdesk processes.

What We’re Looking For

• High School Diploma or equivalent (Associate’s or higher preferred).
• 2+ years of technical support experience, providing phone and in-person assistance for email, directories, Windows desktop apps, and contract-specific applications.
• Experience as the initial point of contact for troubleshooting hardware and software issues (PCs, printers, peripherals).
• Familiarity with ticketing systems to manage and track support requests.
• Strong problem-solving skills, with the ability to work independently or under general direction.
• Excellent written and verbal communication skills — able to explain technical issues to non-technical users.
• U.S. Citizen or Permanent Resident eligible for Public Trust clearance.

Preferred Skills & Certifications

• Associate’s degree in IT, Computer Science, or related field.
• CompTIA A+, Network+, or similar certifications.
• Familiarity with ITIL best practices.

Why You’ll Love Working Here

• Certified Great Place to Work — supportive and inclusive culture.
• Competitive pay and benefits package.
• Opportunities to grow and advance your IT career.
• Make a direct impact by supporting mission-critical government operations.

Equal Opportunity Statement

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ready to kick-start your next IT career step? Apply today and bring your technical skills to a team that values innovation, collaboration, and excellence.