Help Desk Tier II

RCG•San Diego, CA

15h•$30 - $34•Onsite

About The Position

RCG is seeking a Help Desk Specialist – Tier II to support an ongoing federal government contract in La Jolla, California. This is a hands-on technical support position responsible for providing advanced desktop support, troubleshooting complex technical issues, managing user accounts, supporting endpoint security, and maintaining conference room and multimedia technologies. The selected candidate will provide on-site technical support for staff in La Jolla, along with remote support for personnel at science laboratories in Santa Cruz and Monterey, California, as well as employees working in the field or traveling. The ideal candidate will have strong troubleshooting skills, excellent customer service experience, and the ability to resolve complex technical issues in a fast-paced environment.

Requirements

Minimum of 2 years of experience providing IT technical support.
Strong customer service experience in a technical support environment.
Demonstrated ability to diagnose and resolve complex desktop, network, and routing issues.
Experience providing general server support.
Experience supporting Windows and macOS operating systems.
Hands-on experience with Microsoft Active Directory Users and Computers.
Experience installing, configuring, troubleshooting, and supporting Dell desktop and laptop hardware.
Working knowledge of Microsoft Office Suite, Adobe Acrobat, and Adobe Creative products.
Experience with Google Workspace, including Google Voice, Docs, Sheets, and Slides.
Familiarity with Google Meet, Microsoft Teams, Cisco Webex, Zoom, and other collaboration platforms.
Understanding of computer networking concepts and troubleshooting.
Experience supporting audio/visual equipment and conference room technologies.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent written and verbal communication skills.
Strong organizational and time-management skills.
Ability to work effectively in a fast-paced, high-volume technical support environment.
Ability to collaborate with multidisciplinary teams and maintain professional working relationships.
U.S. Citizen or Lawful Permanent Resident; must hold or be eligible to obtain and maintain a Public Trust.
DoD 8570-compliant certification required.

Nice To Haves

Associate or bachelor's degree in Information Technology or a related technical field, or equivalent education and training.
Experience supporting federal government or scientific research environments.
Experience with Zendesk, Jira IT Service Management, or comparable service management platforms.
Experience with enterprise audio/visual systems, including Dante, Crestron, and AMX technologies.

Responsibilities

Provide Tier II technical support to end users through phone, email, chat, text, desk-side assistance, and remote support tools.
Diagnose and resolve complex PC and Mac hardware, operating system, software, peripheral, and network-related issues.
Troubleshoot network connectivity and routing issues and provide general server support.
Install, configure, troubleshoot, maintain, and deploy computer hardware and software.
Utilize BeyondTrust Remote Support to troubleshoot and resolve issues for remote users.
Guide users through software installations, application configurations, and peripheral setup.
Provide Commercial Off-The-Shelf (COTS) application support.
Troubleshoot, test solutions, verify resolutions, and conduct follow-up support.
Identify and implement process improvements to enhance service delivery.
Manage Active Directory user and computer accounts.
Create and maintain email accounts and process user account requests.
Join computers to Active Directory.
Configure and manage Microsoft BitLocker encryption.
Prepare, configure, and provision new computers and iOS devices.
Configure and troubleshoot DoD Common Access Cards (CAC).
Configure Cisco VPN accounts and endpoint clients.
Assist with desktop operating system security updates and vulnerability remediation.
Support employee onboarding and offboarding activities.
Create, update, track, and resolve incidents and service requests using Zendesk and Jira IT Service Management.
Maintain accurate documentation of technical issues, troubleshooting procedures, and resolutions.
Develop and maintain user-facing self-help guides and internal technical documentation.
Maintain IT equipment inventory and equipment stock.
Support IT asset management and inventory activities.
Escort IT vendors on-site as required.
Participate in team meetings and knowledge-sharing activities.
Install, configure, maintain, and troubleshoot conference room and multimedia equipment.
Set up and support hybrid meetings using Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting.
Troubleshoot projectors, televisions, video cameras, power distribution units, and specialized conferencing equipment.
Support audio/visual technologies, including wired and wireless microphones, speakers, amplifiers, digital mixers, and Dante audio protocol.
Support Crestron and AMX audio/visual control systems.
Create and distribute meeting invitations using Google Meet and Cisco Webex.
Provide technical support for on-site meetings, conferences, and special events.
Support off-site meetings, conferences, and events as needed.