HELP DESK TIER III TECHNICIAN - HYBRID (after training)

Help Desk Tier III Technician

Location: Silver Spring, MD (Hybrid – Local to DMV Area Only) Clearance Requirement: Must be a U.S. Citizen and able to obtain a Public Trust clearance

Hourly Range: $24.02 - 26.44/hour

Who We Are

RCG is a growing federal contracting company and Certified™ as a Great Place to Work®. We are committed to fostering a culture of innovation, inclusion, and excellence. At RCG, we deliver technology and mission support services that help government agencies succeed.

The Opportunity

We are currently seeking a Help Desk Tier III Technician to support a federal government customer in Silver Spring, MD.

This is a full-time role supporting a high-visibility environment requiring advanced technical troubleshooting, white-glove support, and strong customer service skills. The position requires 8 weeks of on-site training, after which a hybrid schedule will be available.

Work Hours: 11:30 AM – 8:00 PM

What You'll Do

• Provide Tier III technical support via phone, chat, email, and in-person desk-side support
• Manage Active Directory accounts, BitLocker, encryption policies, and user account provisioning
• Install, configure, and troubleshoot hardware, software, and peripheral devices (PC/Mac)
• Support conference rooms and multimedia systems, including setup and troubleshooting of hybrid meetings
• Troubleshoot and support platforms such as Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting
• Maintain and support AV equipment (projectors, cameras, microphones, conferencing systems)
• Utilize remote support tools (e.g., BeyondTrust) for end-user assistance
• Log, track, and resolve incidents and service requests using ServiceNow
• Create and maintain knowledge base articles and user documentation
• Support onboarding/offboarding processes, including account creation and device provisioning
• Configure VPN access, CAC authentication, and endpoint systems
• Provide VIP-level support and priority issue resolution
• Maintain IT inventory and coordinate vendor access onsite
• Support special events, meetings, and conferences as needed
• Identify and implement process improvements and best practices

What You'll Bring

• 4+ years of experience providing advanced IT support in a Tier II/III environment
• Strong experience troubleshooting complex desktop, network, and basic server issues
• Hands-on experience with Active Directory, account management, and endpoint support
• Experience supporting AV systems and conferencing technologies (Crestron/AMX preferred)
• Proficiency with Google Workspace, Microsoft Office Suite, and Adobe products
• Experience with ServiceNow or similar IT service management tools
• Familiarity with remote support tools such as BeyondTrust
• Working knowledge of networking fundamentals
• Strong communication, organizational, and customer service skills
• Ability to work effectively in a fast-paced, high-demand environment

Nice to Have

• Experience with Dante protocol and advanced AV systems
• Familiarity with Cisco VPN configuration and CAC authentication
• Degree in Information Technology or related field (or equivalent experience)

Work Environment

• Hybrid role following 8 weeks of on-site training
• Must reside in the DMV area
• Occasional on-site presence required for meetings, training, and support activities
• Fast-paced environment supporting high-priority users and mission needs

Please Note

• Candidates must be U.S. Citizens and able to obtain a Public Trust clearance
• The successful candidate will receive a contingent offer based on the outcome of a government background check. This process may take several weeks, and employment cannot begin until successfully completed

Equal Employment Opportunity

RCG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.