Help Desk Support/Technical Support - Remote

Petersburg, FL – Full-Time, On-Site

Hourly Range: $22.85 – $24.05/hour

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.

We are currently seeking a Help Desk Specialist – Tier II to support an ongoing federal government contract in St. Citizen or Permanent Resident and hold or be able to hold a current Public Trust and DoD 8570–compliant certification(s) .

The Opportunity This role is ideal for an experienced IT support professional capable of handling complex desktop, networking, and conferencing technologies in a fast-paced, high-visibility environment. The Tier II Help Desk Specialist provides hands‑on, desk‑side, and remote technical support while supporting on‑site and off‑site events, conferences, and daily IT operations.

This position requires strong customer service skills, technical depth, and the ability to perform effectively under pressure.

What You’ll Do Manage Active Directory (AD) user and computer accounts, BitLocker encryption policies, and user account requests.

Perform hardware and software installation, break/fix support, deployments, and desk‑side support.

Support conference rooms and multimedia equipment on‑site.

Set up, support, and troubleshoot hybrid meetings using Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting.

Maintain conference room equipment including projectors, TVs, cameras, PDUs, and specialized conferencing hardware.

Provide IT support via phone, chat, text, email, and create self‑help guides.

Use BeyondTrust Remote Support Software to provide end‑user remote support.

Guide customers through installing applications, software, and computer peripherals.

Identify, share, and implement process improvements.

Support on‑site activities such as special events, conferences, meetings, and asset inventory.

Support off‑site activities such as special events, conferences, and meetings as needed.

Log and track customer requests using service desk management systems such as Zendesk and Jira IT Service Management.

Maintain IT equipment stock and inventory.

Provide Commercial Off‑The‑Shelf (COTS) application support.

Follow established IT protocols and procedures to: Create Active Directory user and computer accounts

Join computers to Active Directory

Create email accounts

Provision iOS devices and new computers

Enable Microsoft BitLocker

Create WebEx and Google Meet meetings

Required Qualifications Minimum two (2) years of experience providing IT support, including complex desktop, networking, and general server issues.

Strong IT customer support experience required.

Experience supporting Mac and PC (Dell) hardware and operating systems.

Working knowledge of Microsoft Windows Active Directory Users and Computers .

Understanding of basic computer networking concepts.

Excellent written and verbal communication skills in English.

Preferred Education & Certifications Degree in Information Technology or equivalent education and experience.

Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

EEO Statement RCG, Inc. does not discriminate against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on race, color, religion, sex, sexual orientation/gender identity, or national origin.

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