Help Desk Tier I Specialist

RCG•Silver Spring, MD

3d•$18 - $22•Hybrid

About The Position

RCG is seeking a Help Desk Tier I Specialist to support an ongoing federal government contract in Silver Spring, MD. This is a full-time technical support position providing Tier I assistance to end users across a diverse technology environment. The role includes desktop and remote support, account administration, hardware and software troubleshooting, conference room and multimedia support, endpoint provisioning, and incident management. The position requires eight weeks of on-site training in Silver Spring, MD before transitioning to a remote work arrangement. Candidates must reside within 50 miles of Silver Spring, MD and remain available to report on-site when required by the government.

Requirements

U.S. Citizenship and eligibility to obtain and maintain a Public Trust.
Minimum of 1 year of IT support experience.
Strong customer service and technical support background.
Experience troubleshooting desktop, network, and basic server-related issues.
Working knowledge of Active Directory Users and Computers.
Experience supporting Microsoft Windows and macOS operating systems.
Familiarity with Dell desktop and laptop hardware.
Experience with Microsoft Office Suite.
Experience with Adobe Acrobat and Adobe Creative products.
Familiarity with Google Workspace, including Docs, Sheets, Slides, and Google Voice.
Experience with or familiarity with ServiceNow or a comparable IT service management/ticketing platform.
Familiarity with Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting.
Understanding of basic networking concepts and troubleshooting.
Strong verbal and written communication skills.
Strong organizational and time-management skills.
Ability to work effectively in a fast-paced, high-volume support environment.
Ability to work independently and collaboratively as part of a technical support team.
Work independently with strong self-motivation, accountability, and time-management skills.
Remain focused, responsive, and productive with minimal supervision.
Maintain a professional home-office environment with reliable internet access.
Report to the Silver Spring, MD location when required by the government.

Nice To Haves

Associate or bachelor’s degree in Information Technology or a related field.
Previous experience supporting a federal government environment.
Experience working in environments requiring a Public Trust or other government background investigation.
Experience supporting enterprise audio/visual and conference room technologies.

Responsibilities

Provide technical support to end users via phone, email, chat, desk-side assistance, and remote support tools.
Troubleshoot PC and Mac hardware, operating systems, peripherals, software applications, and basic network-related issues.
Utilize BeyondTrust Remote Support to troubleshoot and resolve user issues remotely.
Install, configure, troubleshoot, and deploy hardware and software.
Assist users with software installations and peripheral configurations.
Provide Commercial Off-The-Shelf (COTS) application support.
Provide VIP-level technical support and priority issue resolution.
Apply established troubleshooting methodologies to diagnose, resolve, and document technical issues.
Manage Active Directory user and computer accounts.
Process user account requests and related forms.
Support BitLocker, McAfee encryption policies, and endpoint security requirements.
Prepare and provision new computers and mobile devices.
Assist with desktop operating system updates and security compliance.
Configure and support DoD Common Access Cards (CAC).
Configure Cisco VPN user accounts and endpoint clients.
Support employee onboarding and offboarding activities.
Create, update, track, and manage incidents and service requests in ServiceNow.
Develop and maintain user-facing and internal knowledge base articles.
Maintain accurate documentation of technical issues and resolutions.
Identify opportunities to improve support processes and service delivery.
Maintain inventory of IT equipment and supplies.
Support IT asset inventories and related activities.
Escort IT vendors on-site as required.
Set up, support, and troubleshoot hybrid meetings using Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting.
Support conference room and multimedia technologies.
Maintain and troubleshoot projectors, displays, cameras, power distribution units, and conferencing hardware.
Create and distribute meeting invitations using Google Meet and Webex.
Support special events, meetings, and conferences.
Troubleshoot audio/visual technologies, including wired and wireless microphones, speakers, amplifiers, digital mixers, Dante audio protocol, and Crestron and AMX control systems.
Participate in team meetings and knowledge-sharing activities.