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

RCG; San Diego (CA); On-site; USD 62,000 - 70,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental & V

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary & AD&

Paid Time Off (Vacation, Sick & Public

Short Term & Long Term Disability

Training & Development

Wellness Resources

Job summary

RCG, Inc. in La Jolla, CA is seeking a Help Desk Specialist – Tier II to provide on-site and remote support for a federal contract. You will troubleshoot complex PC/Mac issues, manage Active Directory accounts, and support end users across multiple locations.

This hands-on role requires strong customer service, knowledge of conferencing systems, endpoint security, and familiarity with Zendesk/Jira ITSM. Candidates must be U.S. citizens or eligible for a Public Trust.

Qualifications

• Minimum of 2 years of IT technical support.
• Strong customer service experience in a technical environment.
• Ability to diagnose desktop, network, and routing issues.
• Experience with Windows and macOS.
• Experience with Active Directory users and computers.
• Knowledge of DoD 8570 framework and CAC/PIV concepts.
• Familiarity with Zendesk and Jira ITSM platforms.

Responsibilities

• Provide Tier II support via phone, email, chat, and desk-side assistance.
• Diagnose and resolve complex PC/Mac hardware and software issues.
• Manage AD accounts and email provisioning; join devices to AD.
• Maintain endpoint security, CAC, VPN, and BitLocker configurations.
• Support conference room and multimedia systems across locations.
• Document issues and resolutions; create user self-help guides.

Skills

Tier II support

Active Directory

Windows & macOS

Network troubleshooting

DoD 8570 certification

BeyondTrust remote support

Zendesk ITSM

Jira ITSM

Conference room support

Google Workspace

Education

Associate or Bachelor’s in IT or related field

Tools

BeyondTrust

Zendesk

Jira ITSM

Active Directory Users and Computers

Cisco VPN

BitLocker

Crestron AMX AV systems

Google Meet/Teams/Webex/Zoom

Job description

RCG, Inc. in La Jolla, CA is seeking a Help Desk Specialist – Tier II to provide on-site and remote support for a federal contract. You will troubleshoot complex PC/Mac issues, manage Active Directory accounts, and support end users across multiple locations.

This hands-on role requires strong customer service, knowledge of conferencing systems, endpoint security, and familiarity with Zendesk/Jira ITSM. Candidates must be U.S. citizens or eligible for a Public Trust.