Tier II Help Desk Specialist – On-Site & Remote Support

RCG, Inc.; California, Northern (MO, KY); Hybrid; USD 85,962,000 - 96,432,000; Full time

Benefits offered by this job

Health Care Plan

Retirement Plan (401k, IRA)

Paid Time Off

Training & Development

Job summary

RCG, Inc. is seeking a Help Desk Specialist – Tier II to provide on-site and remote support for a federal government contract in La Jolla, California.

This role focuses on advanced desktop support, troubleshooting complex issues, and maintaining conference room and multimedia technologies. Responsibilities include Active Directory management, endpoint security, ticketing in Zendesk/Jira ITSM, and collaboration with cross-functional teams in a fast-paced environment.

Qualifications

• Minimum of 2 years of IT technical support experience.
• Strong customer service experience in a technical support environment.
• Experience supporting Windows and macOS operating systems.
• Experience with Active Directory Users and Computers.

Responsibilities

• Provide Tier II technical support via phone, email, chat, text, desk-side assistance, and remote tools.
• Diagnose and resolve complex PC/Mac hardware, OS, software, peripherals, and network issues.
• Troubleshoot network connectivity and routing issues; provide general server support.
• Install, configure, troubleshoot, maintain, and deploy computer hardware and software.
• Utilize BeyondTrust Remote Support for remote users.
• Guide users through software installations and configurations.
• Provide COTS application support; document resolutions and procedures.

Skills

Customer service

Technical troubleshooting

Communication

Team collaboration

Education

Associate or bachelor's degree in IT

Tools

Active Directory

Windows

macOS

Google Workspace

Zendesk

Jira ITSM

BeyondTrust

Cisco VPN

Job description

RCG, Inc. is seeking a Help Desk Specialist – Tier II to provide on-site and remote support for a federal government contract in La Jolla, California.

This role focuses on advanced desktop support, troubleshooting complex issues, and maintaining conference room and multimedia technologies. Responsibilities include Active Directory management, endpoint security, ticketing in Zendesk/Jira ITSM, and collaboration with cross-functional teams in a fast-paced environment.