Help Desk Tier I Specialist - Remote after 8 weeks of training

Location: Silver Spring, MD (Remote After Training) Must Reside Within 50 Miles of Silver Spring, MD | 8 Weeks Onsite Training Required

Hourly Rate: $18.00 - $20.00 per hour
Operating Hours: Monday – Friday, 7:30 AM – 8:00 PM (assigned 8-hour shift within operating hours)
Clearance Requirement: U.S. Citizenship Required | Public Trust 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 services to our government clients.

The Opportunity

RCG is seeking a Help Desk Tier I Specialist to support an ongoing federal contract in Silver Spring, MD. This is a full-time position that transitions to a remote work arrangement following the initial onboarding and training period. Candidates must be available to report onsite if required by the government.

Due to the secure nature of this government agency, candidates must be U.S. citizens and eligible to obtain a Public Trust clearance. Please note that employment is contingent upon successful completion of a government background investigation, which may take several weeks.

What You'll Do

• Manage Active Directory user and computer accounts
• Process user account requests and forms
• Support BitLocker, McAfee encryption policies, and endpoint security requirements
• Install, configure, troubleshoot, and deploy hardware and software
• Provide desk-side and remote technical 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
• Provide technical support via phone, email, chat, and remote support tools
• Utilize BeyondTrust Remote Support software to assist users remotely
• Troubleshoot PC and Mac hardware, operating systems, peripherals, and software applications
• Assist users with software installations and peripheral configurations
• Identify and implement process improvements
• Utilize troubleshooting methodologies to diagnose, resolve, and document technical issues
• Support special events, meetings, conferences, and IT asset inventories
• Create, update, and manage incidents and service requests in ServiceNow
• Develop and maintain user-facing and internal knowledge base articles
• Maintain inventory of IT equipment and supplies
• Escort IT vendors onsite as required
• Provide Commercial Off-The-Shelf (COTS) application support
• Assist with desktop operating system updates and security compliance
• Prepare and provision new computers and mobile devices
• Configure and support DoD Common Access Cards (CAC)
• Configure Cisco VPN user accounts and endpoint clients
• Support onboarding and offboarding activities
• Create and distribute meeting invitations using Google Meet and Webex
• Provide VIP-level support and priority issue resolution
• Participate in team meetings and knowledge-sharing activities

What We're Looking For

Required Qualifications

• U.S. Citizenship
• Eligibility to obtain and maintain a Public Trust clearance
• Minimum of 1 year of IT support experience
• Strong customer service and technical support background
• Ability to troubleshoot desktop, network, and basic server-related issues
• Excellent verbal and written communication skills
• Strong organizational and time-management skills
• Ability to thrive in a fast-paced, high-volume support environment
• Ability to work effectively both independently and as part of a team

Remote Work Requirements

• Proven ability to work successfully in a remote environment, demonstrating strong self-motivation, accountability, and time management skills.
• Ability to remain focused, responsive, and productive while working independently with minimal supervision.
• Must maintain a professional home office environment with reliable internet access.

Technical Experience

• Active Directory Users and Computers
• Microsoft Windows operating systems
• MacOS operating systems
• Dell desktop and laptop hardware
• Microsoft Office Suite
• Adobe Acrobat and Adobe Creative products
• Google Workspace (Docs, Sheets, Slides, Google Voice)
• ServiceNow ticketing system
• Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting
• Basic networking concepts and troubleshooting
• Audio/Visual technologies, including:
  • Wired and wireless microphone systems
  • Speakers and amplifiers
  • Digital mixers
  • Dante audio protocol
  • Crestron and AMX AV control systems

Preferred Qualifications

• Associate or bachelor’s degree in information technology or a related field
• Experience supporting federal government environments
• Experience with Public Trust or other government security requirements

Physical Requirements

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

Why Join RCG?

• Work for a company proudly Certified™ as a Great Place to Work®
• Support meaningful federal government missions that make an impact
• Collaborate with talented and dedicated IT professionals
• Gain hands-on experience with a diverse range of technologies and tools
• Enjoy opportunities for professional growth and career advancement
• Be part of a culture that values teamwork, innovation, and excellence

Equal Opportunity Employer

RCG, Inc. is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.