Help Desk Specialist - Tier II

Help Desk Specialist - Tier II

Location: Silver Spring, MD (Hybrid schedule after 8 weeks of on-site training) – Adjacent to the Silver Spring Red Line Metro Station)
Hourly Rate: $22.50 - $24.04 per hour
Work Schedule: Full-Time | 100% On-Site
Clearance Requirement: U.S. Citizenship or Lawful Permanent Resident | Public Trust Required/Eligible

Who We Are

RCG, Inc. is a growing federal contracting company proudly Certified™ as a Great Place to Work®. We are committed to fostering a culture of innovation, collaboration, and excellence while delivering high-quality IT services to our federal government clients.

The Opportunity

RCG is seeking a Help Desk Specialist - Tier II to support an ongoing federal contract in Silver Spring, Maryland, conveniently located adjacent to the Silver Spring Red Line Metro Station.

This is a full-time, (Hybrid schedule after 8 weeks of on-site training) position providing advanced desktop and end-user support in a fast-paced federal environment. The successful candidate will support enterprise hardware, software, Active Directory, conference room technologies, mobile devices, and VIP users while delivering exceptional customer service and technical expertise.

What You'll Do

• Manage Active Directory user and computer accounts.
• Process user account requests and administrative forms.
• Administer BitLocker and McAfee encryption policies.
• Install, configure, deploy, and troubleshoot desktop hardware and software.
• Provide desk-side, remote, phone, chat, and email support to end users.
• Support conference room and multimedia technologies.
• Set up, support, and troubleshoot hybrid meetings using Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting.
• Maintain conference room equipment including projectors, displays, cameras, power distribution units, and conferencing hardware.
• Utilize BeyondTrust Remote Support to assist end users remotely.
• Troubleshoot Windows, macOS, PCs, Macs, peripherals, and mobile devices.
• Guide users through software installations and peripheral configuration.
• Support desktop operating system security updates.
• Configure Cisco VPN user accounts and endpoint clients.
• Configure DoD Common Access Cards (CAC).
• Provision new computers, mobile devices, and user accounts.
• Create and manage Active Directory, Exchange/LDAP, distribution lists, and service accounts.
• Support onboarding and offboarding activities.
• Create Google Meet and Cisco Webex meetings and distribute invitations.
• Maintain inventory of IT equipment and supplies.
• Escort IT vendors onsite.
• Log, track, and resolve incidents and service requests using ServiceNow.
• Create and maintain knowledge base articles and standard operating procedures.
• Provide Commercial Off-the-Shelf (COTS) application support.
• Support special events, conferences, meetings, and IT asset inventories.
• Deliver VIP-level support and priority break/fix services.
• Identify, recommend, and implement process improvements.
• Participate in team meetings and continuous process improvement initiatives.

What We're Looking For

• U.S. Citizen or Lawful Permanent Resident.
• Ability to obtain and maintain a Public Trust clearance.
• Current DoD 8570-compliant certification required.
• Minimum two (2) years of IT support experience.
• Strong IT customer service experience supporting enterprise users.
• Experience troubleshooting:
• Complex desktop hardware and software issues
• Basic networking and routing issues
• General server support
• Experience with:
• Microsoft Active Directory Users and Computers
• Windows and macOS operating systems
• Dell PC hardware
• Microsoft Office Suite
• Adobe Acrobat and Adobe Creative products
• Google Workspace (Google Voice, Docs, Sheets, Slides)
• Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting
• BeyondTrust Remote Support
• ServiceNow or a comparable IT service management platform
• Experience supporting:
• Audio/Visual wired and wireless systems
• Microphones, speakers, digital amplifiers, and digital mixers
• Dante audio protocol
• Crestron and AMX AV control systems
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent written and verbal communication skills.
• Excellent organizational and time-management skills.
• Ability to build strong professional relationships with customers and teammates.
• Ability to work effectively in a fast-paced, high-volume support environment.

Preferred Qualifications

• Associate's or Bachelor's degree in Information Technology or a related field.
• Experience supporting federal government customers.
• Experience with VIP executive support.
• Experience creating technical documentation and knowledge base articles.
• Experience supporting enterprise conferencing technologies.
• CompTIA A+, Network+, Security+, Microsoft, Google Workspace, or other relevant technical certifications.

Work Environment

• Full-time position.
• Hybrid schedule after 8 weeks of on-site training in Silver Spring, MD.
• Conveniently located adjacent to the Silver Spring Red Line Metro Station.
• Collaborative federal government environment supporting mission-critical operations.
• Occasional support for after-hours meetings, conferences, or special events may be required.

Please Note

Due to the secure nature of this federal program:

• Candidates must be U.S. Citizens or Lawful Permanent Residents.
• Candidates must hold or be eligible to obtain and maintain a Public Trust clearance.
• A current DoD 8570-compliant certification is required.
• Employment is contingent upon successfully completing the required government background investigation. This process may take several weeks, and the selected candidate cannot begin employment until all government requirements have been successfully completed.

Why You'll Love Working Here

• Competitive hourly rate of $22.50 - $24.04 per hour
• Work for a company proudly Certified™ as a Great Place to Work®.
• Support meaningful federal government missions.
• Work with modern enterprise technologies including Microsoft 365, Google Workspace, Cisco Webex, ServiceNow, and BeyondTrust.
• Join a collaborative, customer-focused IT team.
• Opportunities for professional growth and career advancement.
• Comprehensive benefits package including medical, dental, vision, paid time off, paid holidays, and a 401(k) with company match.

Equal Opportunity Employer

RCG, Inc. is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable law.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources