Remote Help Desk Tier I Specialist

Help Desk Tier I Specialist

Location: Silver Spring, MD

Employment Type: Full-Time

Work Arrangement: Remote After Training – Must Reside Within 50 Miles of Silver Spring, MD

Training Requirement: 8 Weeks On-Site in Silver Spring, MD

Operating Hours: Monday–Friday, 7:30 AM–8:00 PM; assigned 8-hour shift within operating hours

Hourly Rate: $18.00–$22.00 per hour

Citizenship & Clearance Requirement: U.S. Citizenship required; must be eligible to obtain and maintain a Public Trust.

Who We Are

RCG, Inc. is a growing federal contracting company delivering technology, cybersecurity, and professional solutions that support critical government missions. We are proudly Certified™ as a Great Place to Work® for four consecutive years , reflecting our commitment to creating an environment where employees can grow, contribute, and build rewarding careers.

The Opportunity

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.

What You’ll Do

Help Desk & End-User Support

• 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.

Account, Endpoint & Security Support

• 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.

Service Management & Documentation

• 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.

Conference Room & Multimedia Support

• 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.

What We’re Looking For

• 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.

Remote Work Requirements

Following successful completion of the required on-site training period, the position is expected to transition to remote work.

Candidates must be able to:

• 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.

Preferred Qualifications

• 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.

Work Environment

This position begins with eight weeks of required on-site training in Silver Spring, MD and is expected to transition to a remote work arrangement after successful completion of training.

Candidates must reside within 50 miles of Silver Spring, MD and be available to report on-site as required.

The federal customer operates Monday through Friday from 7:30 AM to 8:00 PM . Employees will be assigned an 8-hour shift within those operating hours .

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Please Note

Employment is contingent upon successful completion of all applicable government background investigation and customer onboarding requirements. Candidates cannot begin work until all required government processing has been successfully completed.

Why Join RCG?

• Join a company proudly Certified™ as a Great Place to Work® for four consecutive years .
• Support meaningful federal government missions.
• Work with a diverse range of enterprise technologies and support tools.
• Collaborate with experienced and dedicated IT professionals.
• Gain hands-on experience across desktop support, endpoint technologies, account administration, service management, and multimedia support.
• Opportunities for continued technical and professional development.

Equal Opportunity Employer

RCG, Inc. is an Equal Opportunity Employer. We provide 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